Customer service: are we falling down?

great article here from the fine folks at Creative Trust. They recently held a couple of workshops on Customer Service.

It was a dark and stormy night. We hustled to the theatre on foot without one streetcar or taxi in sight. We arrived at the theatre, dripping and freezing at 8:06 to pick up our prepaid tickets.

The young man at the box office told us that the performance had already started and latecomers could not be seated until intermission an hour and 15 minutes from then. We stood there dripping and downhearted and he suggested we should go wait at the coffee shop two blocks away.

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