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Article: DEFENDER OF CUSTOMER SERVICE
- Article from:
- The Gazette
- Article date:
- January 27, 2008
- Author:
CopyrightCopyright 2008 The Gazette. Provided by ProQuest LLC. (Hide copyright information)
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Bad customer service is rarely forgotten. In fact, the experience
often gets repeated to friends and family. But on-the-job rudeness,
unhelpfulness and inattention to customers are becoming the norm,
says consultant Bobbi Paine, who specializes in teaching companies
how to deliver exceptional customer service.
As a result, poor customer service is paralyzing American
companies, she said.
"Businesses are losing business they can't afford to lose," she
said, pointing to the results of a 2007 Harris Poll, which reported
80 percent of customers saying they will never return to a business
after a negative customer-service experience. That's up from 68