CHAPTER 11
Casualties of Cost Consciousness
Seeing Customer Service as a Profit Generator Rather Than a Cost Center
A few years ago, I switched my home phone and Internet service to the local cable company because it promised faster web browsing and a lower price. The cable company’s installer came to my house and got everything up and running in two hours.
However, a few days later I noticed that my house alarm wasn’t working properly. Apparently, the cable company’s installer hadn’t reconnected the alarm to the new phone system, so my alarm couldn’t connect to the alarm monitoring company. A second technician had to come spend another two hours ...
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