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Service Failure by Jeff Toister

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CHAPTER 5

Mutually Assured Dissatisfaction

Getting Beyond Broken Systems That Cause Employee Disengagement

It’s never a good sign when a customer service representative uses the word they to refer to her own company. It indicates the employee is disassociating herself from her employer, and it often means you’re about to receive poor service.

When I had to ship my malfunctioning laptop back to the manufacturer, so it could be repaired under warranty, it was frustrating enough to lose the use of a new computer. My laptop was expected to be returned within three days, but then I received an e-mail from the company telling me a part needed to make ...

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