Customer Reviews

Customer Service: Extraordinary Results at Southwest Airlines, Charles Schwab, Lands' End, American Express, Staples, and USAA

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The book deals with the concept of customer service in 6 important companies through the description of what each of the companies does, told by the executives themselves.
There are many good ideas and rules that can be applied to any business and that will translate in an improvement in customer service.
On the other hand, as each of the procedures and systems are described by the people participating in them, I feel it is a parcial story. We have only the good side, the benefits and the final stages. What I miss is the process to reach the actual situation.
If I would like to implement some of the ideas presented in the book, what would be the problems I might face ? We can also learn from the failures that these companies surely had when implementing their systems.