What Should Customers Expect?
At this point in my journey I had reached the conclusion that service was at an all-time low and that I certainly didn’t do business with any company that “owned me.” Each time I speak to groups, I ask the question, “How do you gauge the current state of customer service? Is it better than ever, worse, or holding its own?” The answer is always “worse.” On my radio talk show, I often ask, “How’s service these days?” The inevitable answer is “Bad.”
I often wonder, as I observe this situation, how we have gotten into this mess as a society. Is the United States not the service economy of the world? Is it true, as I have heard, that there are more people employed at McDonalds than in the steel industry in the United ...
Get The Kindness Revolution: The Company-Wide Culture Shift That Inspires Phenomenal Customer Service now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
