The problem with great customer service is that everyone seems to think they know how to do it — it’s a piece of cake, right? Wrong. That’s why, as a customer service transformation expert, I get down to brass tacks with my clients right away — the companies that have engaged me to transform their level of customer service — clearing up the misconceptions that so often get in the way of delivering not just great, but truly iconic—legendary—customer service, the kind of customer service that will build a brand and sustain a company, customer by customer and year after year.
