Your customer service department might be the most expensive apology in your business. That is the argument Darren Hardy makes on DarrenDaily On-Demand, and it lands harder than it sounds, because every dollar spent resolving tickets is a dollar spent covering a flaw somebody chose not to fix. He walks through what happened when the CEO of a forty-million-dollar software company finally analyzed her award-winning support team's data and found that, year after year, the overwhelming majority of tickets traced back to the same small handful of issues. What she did next terrified her leadership team. Darren also looks at how Ritz-Carlton, Costco, and Apple sidestepped the problem entirely. The goal is not better service. It is less need for it.
Get more personal mentoring from Darren each day. Go to DarrenDaily at http://darrendaily.com/join to learn more.