Philip Everest: individuals are involved
which makes things personal very quickly
Many companies’ customer handling skills and business processes
would be very different if they accepted that the true mark
of their service quality is how they handle exceptions.
Of course, what most people experience is ‘vanilla’ service
developed according to the Pareto 80:20 rule – that the mainstream
process for routine transactions generally works fine, providing
a satisfactory mass-production experience for most customers.
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