When the Clock Starts Ticking

2 Pages Posted: 29 Sep 2011

Date Written: August 8, 2011

Abstract

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.

Keywords: distinction, customer service, clock

Suggested Citation

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

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

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