Great service defines a company. But a recent study by Accenture found that customer service standards are in freefall. The problem is that service is complex, cross-functional, rational and emotional. In our experience, there are five archetypal failure points of service management.
Articles dealing with Service design
Five ways that customer service fails… and what to do about it
March 21st, 2010 by Simon Kirby · 1 Comment so far - click here to leave yours
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