- August 27, 2007
- 2 comments
Nice post from Mike Wagner on the perspective on customer service he gained from time in a cardiac rehab unit.
Being a patient in a hospital was unfamiliar and more than just a little scary, but considering the circumstances, a great brand experience. The customer service staff (doctors, nurses, and medical support personnel) were engaged in their work and owned the outcomes…
Mike’s conclusions:
* Customers don’t care about your problems.
* Customers don’t understand quality.
* Customers need you to manage their experience.
Full post, worth a read
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Quite interesting. Thanks for sharing.
Thank you for picking up on my post about customer service. Very encouraging.
And good to learn from your blog while discovering Rimm-Kaufman Group.
Thanks…and keep creating,
Mike