Let's Put an End to Service "Schizophrenia" |
Contemporary customer service makes most people, for lack of a better term, schizophrenic. Literally, we're of two minds about it, making the quality of service in our culture spotty, and a hit and miss proposition, at best. One the one hand, we're consumers. So, we want the most attentive, personalized, caring and efficient treatment possible. Then, we put on our business hats and everything changes. We become like that Batman character, Two-Face, memorably portrayed by Tommy Lee Jones, becoming misers, carefully rationing the amount of service we'll dole out to OUR customers and clients, says this CNBC commentator, top speaker, and best-selling author of 12 books, including MONITORING, MEASURING & MANAGING CUSTOMER SERVICE.
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