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Five building blocks of great customer service.

Publication: Making it Work
Publication Date: 08-JAN-02 		Format: Online
Delivery: Immediate Online Access

Article Excerpt
Will your business survive the recession? How customers feel about service will determine who wins and who loses. If the present state of customer service is any indication, we may see a number of businesses go under in the next six months.

I still find it hard to believe how many managers "just don't get it" when it comes to creating consistently satisfying customer experiences. Great customer service does not cost any more than lousy service does; it actually saves money. Great customer service is no harder for employees to deliver than...

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