Seth Godin writes in his blog today (http://sethgodin.typepad.com/seths_blog/2007/03/time_machines.html about the use of time manipulation by customer service employees in order to achieve “customer satisfaction”. I often feel the same way when I hear Lawson tout its “successful support call” completion rates.
You know the ones I’m talking about: “I understand that we didn’t answer your question or resolve your issue, but did we respond to it quickly?” How many times have you thought to yourself, “how come they only call/survey me after a successful call?”
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