Are your processes destroying your customer service?
Customer service is different to customer care. Customer service is the process in which you handle your customers and often these processes can destroy the experience you want your customer to have. A friend of mine was travelling on business recently and arrived at the airport less his baggage. Not to worry, said the airline, it’ll be along on the next flight in and we’ll send it straight over to your hotel so you can wake up with your bags. True to their word the bag was delivered to the…
