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.
The full article was published on the Fox Business website.
Download a PDF of the article entitled Hallmarks of horrible customer service (PDF, 144Kb)