How often do you find that you and your family or friends discussing a horrible customer service experience – something that happened at a local store, on the telephone, with a service person, etc.? If you are like most, these conversations happen with alarming regularity. Weekly – sometimes daily. Do you have places to which you have vowed never to return because of a poor experience you received? Again, if you are like most, the answer is a resounding yes.
So why does this keep happening? Why is it that so many people – and entire organizations – don’t seem to understand how to deliver customer service? The answer, ironically enough. is that most people aren’t improving because they already believe they do understand it. (more…)