Manufacturing Industry
Overpromised and Underdelivered.(construction industry customer service management)
Professional Builder (1993), August, 2001 by Sedam, Scott
Avoid flying into the customer expectation trap.
Whether builder, supplier, manufacturer or trade, you get letters from time to time. And you probably get more negative than positive -- that's the nature of the beast.
But if you are like most of us, your first reaction is to raise your defensive hackles. In so doing, you miss most of the message -- and most of the opportunity.
Customer service, by most analysts' estimation, has reached a new low. It's caused by a variety of issues including unmet expectations -- the most dangerous because it is the most insidious.
Look at the ads for everything we buy, from insurance to cars -- to houses -- and they scream Quality and Guaranteed Satisfaction, often with survey results or...
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