The customer’s role in superior service

The discussions on superior service examples yielded a detailed response from management consultant Jane Northcote (www.janenorthcote.com) whose take on superior service recognises that it's a two-way transaction. Jane writes: Customer service is traditionally regarded as an attribute of a company: Waitrose provides 'good' customer service, an electronics discount ┬ástore provides 'bad' customer service. Equally, however, … Continue reading The customer’s role in superior service