The little saga below is a story of exactly what should not happen with customer service and technical systems. And when it does happen, what should be done by well informed and well trained customer service folk in order to…
Power of word of mouth
This week, when I was updating some training notes for the “Great Service†course I teach, I ran across this excellent set of principles from a new (Kindle) book on word of mouth marketing (and its servicing implications.) My slight…