Wilbur Corncob's Blog November Archive

Bad Customer Service

11/25/08 11:56

The days of excellent customer service are probably gone already. Many people are noticing the indifference--or sometimes, rudeness--of customer service representatives towards them. I may not have any statistical data with me right now, but I am pretty sure you notive this trend. What causes and how can it be possible stopped? Let's ask TheTownTalk.com.

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Tags: customer service • cash register •
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Moment of Truth

Almost all service rendering business believes that the "customer is always right". They should, cause if they don't, customers that will remember a bad impression about the services they've received won't be coming back and there is chance of receiving a negative impact on the business. It all depends on the "momment of truth"

Jay Carlson from Scandanavian Airlines coined the phrase "Moment of truth" where is the time when an interaction occurs between a customer and the service provider which can and will leave either a positive or negative impression on customer.

Link: Maximising service