Lack of senior management attention and commitment is often the main reason for customer service problems in many organizations. Front line customer service personnel are not inherently lazy, or insensitive. Customer service personnel are put in a position where they are unable to respond to customers the way they would like to, due to policies set by upper management. Failure to resolve realistic customers issues given today’s Web technology is fool hardy. Over and over again customers have shown their ability to embarrass large organizations with on line complaints.

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