Contradiction is all around us. For as long as I can remember, I’ve been told that the customer is always right. But as a customer, I often feel constrained by shop assistants and service providers unwilling to budge on a policy or process. Early in my career as a client service manager, I did my best to bow to clients’ often unrealistic demands, with a smile even. But I rarely saw the same from other client service staff and relationship managers. And I’ve often heard murmurings among friends and family that good customer service is dead.Continue reading→