Chapter 8. The Privacy Response Center
I'm going to share a scenario that I often describe to people during a presentation. Suppose you visit a restaurant for lunch near your job on occasion and you find the food and service just so-so. But it's convenient and inexpensive, so you go anyway. One day upon entering the restaurant, you notice a sign that says, “We will start serving good food and providing good service!” Maybe at this point you would feel a little cheated from all those other times, but you sit down for lunch just the same. Afterward, you still find the food and service just so-so. Do you feel better or worse about the place? Would you ever go back?
Think about the above scenario in the context of customer service. Companies shouldn't ...
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