When the Clock Starts Ticking

Ralph J. Dandrea

ITX Corp.; Social Science Research Network (SSRN)

August 8, 2011

One of the key principles of customer service is understanding our clients’ perception of their interaction with us. It does us no good to do an incredible job if, at the end, a customer thinks we’ve failed them in some way. If we fail to see the total experience as our customers do, we will initially make mistakes in our relationships. When does a customer’s experience begin? Is it the moment a portion of their project falls into our laps? It actually starts the moment they initiate contact with us, and it ends only when they are satisfied, not when we’ve completed our tasks. This discrepancy of perception accounts for many customer relations issues.

Number of Pages in PDF File: 2

Keywords: distinction, customer service, clock

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Date posted: September 29, 2011  

Suggested Citation

Dandrea, Ralph J., When the Clock Starts Ticking (August 8, 2011). Available at SSRN: http://ssrn.com/abstract=1924415 or http://dx.doi.org/10.2139/ssrn.1924415

Contact Information

Ralph J. Dandrea (Contact Author)
ITX Corp. ( email )
1169 Pittsford-Victor Road
Suite 100
Pittsford, NY 14534
United States
585-899-4888 (Phone)
646-349-2651 (Fax)
HOME PAGE: http://www.itx.net

Social Science Electronic Publishing (SSEP), Inc. ( email )
2171 Monroe Avenue Suite 3
Rochester, NY 14618
United States
585-899-4801 (Phone)
HOME PAGE: http://www.ssrn.com

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