It has come up in conversation quite a lot lately – the feeling that customer service is lacking. Sure, businesses are stretched, are trying to do more with less. But that doesn’t mean the customer experience should suffer as a result.
My (Abbie, that is) friend Mike Cassidy is the senior executive director of the YMCA in the Desert Foothills area. He has an interesting perspective on customer service. He suggests that every interaction with a customer (or client) is a marketing opportunity and we have the power to create and manage expectations. Check out his post and let me know what you think.