Archive for June, 2009

Empowerment and Customer Service

I have recently been subjected to three of the most unbelievably bad customer service experiences of my life. In all three situations, large well known companies were involved. One is a prominent, on-line travel provider; one is a monopoly in the telephone service industry and the other is a huge conglomerate.

I will not bore you with all of the details because I am sure you have been through similar experiences. Almost everyone has. It’s unbelievable, but true.

Being a Retail Management Consultant, I know my way around customer service issues and around company hierarchies so I managed to get my situations resolved, to my satisfaction, albeit many hours of my time were involved and my stress level was at a point where any Doctor would have administered medication on the spot.

Read the rest of the article: http://www.dmsretail.com/customerserviceandempowerment.htm


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