Nov 6th, 2009 at 9:00AM: It sounds counterintuitive, right? Normally, customers expect that extra effort, and we complain constantly that we don't get it enough. What we sometimes don't understand, though, is that the extra effort is at the root of many of the customer service problems we encounter. Going the extra mile at the wrong time can be a disaster.
I remember a case presented at a conference I attended back in ...Click on a label to read posts from that part of the world.
hotelindustry posts
Travel professionals: stop going the extra mile
Nov 6th, 2009 at 9:00AM: It sounds counterintuitive, right? Normally, customers expect that extra effort, and we complain constantly that we don't get it enough. What we sometimes don't understand, though, is that the extra effort is at the root of many of the customer service problems we encounter. Going the extra mile at the wrong time can be a disaster.
I remember a case presented at a conference I attended back in ...
