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....