Send to Kindle There are very few times in my life when I have complained about customer service to the establishment.  I think part of the reason, is that even though I can be very in-your-face assertive, my innate nature is that of the shy, geeky introvert who shies away from confrontation–especially in public settings [...]

Send to Kindle So recently I came across this blog post on customer service that said: Make it easy for your people to serve customers…Instead, be the Ritz-Carlton. Each employee is given an individual, daily budget to create a wow experience for a customer, or for “service recovery.” (That’s to fix, or even over-fix, an [...]