Tod Marks publishes an articles on the Fox Business website citing John Goodman’s new book, Customer Service 3.0
Just about all of us will need to contact customer service at some point, and too often the outcome ends in frustration. Topping the list of irritants are thoughtless, indifferent, and just plain dumb corporate responses to calls for help. John Goodman, vice president of Customer Care Measurement & Consulting and author of the book “Customer Service 3.0” (AMACON, 2014), identified the flashpoints guaranteed to alienate consumers and fuel outrage.
Read the full article on the Fox Business website (opens in a new window).
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Scott Broetzmann has over thirty years’ experience in advising companies on how to invest limited customer experience dollars wisely to ensure happy customers and investment return.