Quote:
Originally Posted by BraveMaroon
I really want to write a book about Customer Service and why it's critical to have something other than a department of warm bodies.
I know, I know...*fascinating*.
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Quote:
Originally Posted by thetygerlily
This alone is full of win. I love anything that has to do with customer service, customer interaction, usability, etc (especially on a technical front since I work in IT). So yes, fascinating it is!
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When I started my first job out of grad school (physical rehab in a large hospital) our entire department was required to read "A Complaint is a Gift." Great book with fascinating stories of companies turning around how they are perceived by improving their customer service. The requirement was part of a pilot study to determine if the whole hospital should adopt the principals in the book. It was so well received by our department, and thus our customers, that it did go hospital wide. Over 10 years later I still employ many of the things that I learned in that book in my day-to-day life.
The only down side is that now I am even MORE irritated by bad customer service. And I assure you that at my children's next doctor appointment I will be taking a copy to the pediatrician with the instructions that her entire billing department needs to read it and learn.
(No one repeatedly calls me a theif and a liar, especially when their office made the mistake. /rant for another day, another thread...)
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