I like stories!  Let me tell you one about customer service

As I read websites, sales literature, and interact with business managers, customer service is seen as important but not often a featured element of a company’s strategy.  A bit like motherhood and apple pie—“we offer great customer service,” is what I often hear.  When I ask senior managers how they know, I typically hear things like, “I don’t get many complaints,” or “we are in constant contact with our....

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