We all have seen “Customer Service” as a big buzzword used in marketing strategies by companies. We see claims about their focus of customer service being a priority, or how they treat every customer with great care but when you read customer service surveys one of the biggest things lacking for customers is the speed of response.
I worked for many years in the restaurant industry. This was an excellent training ground for what was or was not great customer service. One of the best lessons I received from one of my mentors was that “Time gets distorted in the customer’s mind”.
What did he mean by distorted? Let’s think about this situation.