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Customer Service Realities

As more and more of our economy shifts to the service sector (consulting, concierge services, healthcare, technology, etc.) and away from manufacturing, customer service is a critical part of the service offerings. Perhaps it has always been the case, but lately, I'm noticing many blogs, professional posts, and "how to" articles about providing great "customer service". Ironically, the more emphasis I see placed on customer service, the worse my personal customer service experiences seem to get. I'm often amused by the frequent line I hear on customer service calls, "have I provided you with world-class customer service today?". If you have to ask... Companies are rushing to prove that th

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