Sit Customer Sit
"How Did Customers Get So Trained?"
René Jones - October 18, 2003

The Situation

Do these all sound familiar? I'd be willing to bet you can come up with a book full of the things your customers expect. But where do they get the audacity to expect the sometimes unreasonable? Right from you! Your competitors did not raise the customer service bar, you did. Everyday your call center personnel make promises to customers that raise the bar even higher. But isn’t that what you want? Don’t you want your people to respond wonderfully to those "moments of truth?" Your people are merely doing what they have been taught, just like your customers...