Ask anyone to relate an excellent experience he or she has had recently as a customer. Only a handful will be able to offer an example. In his book "The Loyalty Effect", Frederick Reichert contends this is the main reason businesses still lose half of their customers within five years; half their employees within four years; and half their investors within a year. Like most other problems that at first appear complex, there are only a few fundamental reasons for the service crisis. Our focus here is on lack of training, and one aspect of that problem in particular: handling customer complaints.
Big ‘I” members must be logged in to view all the content on this page.