Editor's Page: The Secret to Customer Satisfaction

Editor's Page: The Secret to Customer Satisfaction

Service failures happen in every business.

As I write this, I have just watched a phone service truck pull out of my driveway after a two-hour visit to troubleshoot my home DSL connection. The technician — Jim — was an old-school guy, with many years of experience under his belt. He had a folksy way of explaining what he was up to as he worked his way from my outside box, through the tangle of wiring along my basement's

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