Weekly Focus - December 16, 2015 - "Is Your Service Less Than Exceptional?"
I see an out-of-control train heading right at us. The name of the train is Poor Customer Service.
As I listen to the debate raging about the Affordable Care Act, I keep hearing it said that more part-time workers will be hired in order to keep the number of full-time workers at a certain level. If that comes to pass, today's not-so-great customer service environment will be the good old days. Part-time workers will be of lesser experience, lesser training and lesser emotional commitment. We'll be lucky to experience mediocrity.
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