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Customer Service Drags
Jan 15, 2009

I looked at a year end article in the Los Angeles Times that reviewed all of the retailing companies who have failed as the result of this down economy. Additionally, I recently read an article by Edward Barrera on website  His article reviewed a study done by The e-tailing Group. This study detailed the fall off in certain customer service benchmarks.  Read Full Article

In the midst of cut backs and cost savings, service has suffered.  It is ironic isn't  it that Service Excelence is what retains clients.  Decisions made  over the past year  time and time again have impacted negatively on customer relationships.  I am convinced that when companies and their leaders conduct a post - mortem on how they did what they did during this economic downturn they will conclude, that if they had focused on customer service , instead of reducing it, they would have held on to some of the custoners and clients that they lost.  In hindsight I must conclude that was a costly decision.




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