See article introduction at  for the description

The Good times

Who remembers the good times as a customer?

When we were not left waiting for opening hours.

When we did not have to listen to automated machines

 with limited options.

When service exceeded our expectations.

When any request became a priority.

When services and products actually worked and quality represented real value.

When questionnaires were not designed 

to only give a positive result.

When companies did not try to brainwash 

customers to think that bad service is good. 

When negotiation added value for all concerned.

It’s no wonder why there are so many gaps in each organisation, stuck with practices and illusions that do little for their customers.

What ever happened to Customer Focus that now seems like a focus to exploit customers?, “What’s missing in Service Management?” discusses the weak links, opportunities and implications.

Enjoy the insights.

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Tags: Business, Management, Strategy, Competitive edge, Improvement, Tips, Change, Innovation