In the 1980s, American businesses were often being outstripped by competitors from other highly competitive nations. Improved customer service was recognized as one of the prescriptions back to health. An organization that came to the fore around that time was the International Customer Service Association (ICSA). The outstanding work of ICSA continues to this day, but the hoped-for improvement in customer treatment isn’t yet what it could be.
While service excellence is no doubt the goal of every business, there is always room for improvement, and this article aims to help you reach the next step in customer service.