COMING BACK FOR MORE

摘要

In the name of cost-cutting-and even customer service—many companies hide behind automated phone attendants, do not train their employees, use Web sites without live customer contact information, or develop inflexible policies that fail to allow for unusual needs or allow employees to use their best judgment when necessary. According to G. Andrew Barfuss, from the Brigham Young University Center for Entre-preneurship, even more aggravating are those companies that provide poor customer service while advertising or marketing how much they value their customer base.