Self-Service Cautions: Are You Losing Revenue?
Contrary to what one service author writes, the best service in my opinion is NOT No Service, it is selective personal service and what one company calls, “Microbursts of Emotional...
John Goodman
John Goodman is the Vice Chairman of Customer Care Measurement & Consulting. He co-founded TARP (Technical Assistance Research Programs), an agency that pioneered the science of customer experience. Among other innovations,TARP established the use of 800 numbers to improve customer experience. John has managed more than 1,000 separate customer service studies, including a White House sponsored evaluation of complaint handling practices in government and business.
By Our Recipes Shall Ye Know Us: John Goodman
Lesson: Trust your customer! 98% are honest and why run the 98% through the gauntlet to catch the 2%, especially when there is only a $2 eggplant at risk.