Advertisements

LawsonGuru Blog

Thought-Provoking Commentary for the Lawson Software Community

Does Lawson Own a Time Machine?


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?”

Advertisements

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

%d bloggers like this: