Search Results for 'Plusses, perils of immediate customer service gratification'

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  • The customer service tightrope

    Mike Lusky || July 17, 2013
    The difference between world class and lower class customer service is often determined by one small step or misstep. Contrary to the preachings of some CRM gurus who advocate expensive, complicated technology as a cure-all, the best service often re…

  • Plusses, perils of immediate customer service gratification

    Tammie MacLachlan and Mark Lusky || January 23, 2013
    Instant gratification has become the paramount rule of engagement in many customer service interactions. Increasingly, the pressure is on customer service representatives across corporate America to effect rapid resolutions. Faced with mandates from…