CHAPTER 19
Service Trigger #4: Being Faced with Incompetence
Is there anything more frustrating than having a service issue and dealing with someone who simply does not know what he is doing? When you come face-to-face with incompetence, it stinks. Now, incompetence is a harsh word, but if you’re on the front lines of customer interaction, it’s a word you will hear. So I want to be clear what we are talking about when we discuss incompetence. What we’re really talking about is the customer’s perception of competence, and that perception is highly informed by customers’ expectations—realistic or not.
For example, a customer at a bank might be upset that the first person she speaks to cannot help her with an issue. The customer could consider that ...
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