Mar
22
Customer Service Is Either Great or Terrible
Posted in: Uncategorized
It seems that everyone is prepared to apologize for just about anything, and communications consultants will argue that apologies are the new entry to real dialogue. Jonathan Salem Baskin worries that because we know the vast majority of consumers will tolerate shoddy or inconsistent service, offering an apology in lieu of real, operational behavior is a gift from on high. It's effectively free and we don't really mean it.
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