Service excellence does not happen by accident For many years, customer service was largely understood as a reactive function. Solving problems, answering questions and handling complaints seemed enough to maintain... read more →
Customer service rarely exceeds the preparation level of its teams In many organizations, customer service is still treated as an operational function mainly focused on answering questions, solving problems and... read more →
Service does not begin when something fails A limited view of Customer Service places it at the end of the customer relationship. First the company designs, communicates, sells and delivers;... read more →
The visible mistake is almost never the whole story When a service experience fails, the fastest reaction is often to look at the last touchpoint. The agent responded poorly, the... read more →
Service cannot compensate for everything the organization designs poorly In many companies, Customer Service becomes the place where the internal contradictions of the organization finally appear. The customer contacts the... read more →
Trust is not declared;... read more →
Service does not begin... read more →