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Paolo Fabrizio

Why No News Is Not Good News In Customer Service

no news is not good news

When I started working about 20 years ago, a mantra was ‘we must avoid customer complaints.’ That was the first time I heard about customer┬áretention. Today, working as a customer service consultant and trainer, I still see many companies trying to prevent complaints. But in the meantime, technology has dramatically changed customers’ behavior. In this…