To Give Great Customer Service, Your Systems Have To Love Your Customers Too

I work with companies as a consultant and speaker to help them deliver great customer service?what I call anticipatory customer service. And traditionally, providing great customer service has come down to the following: selecting and training employees to work empathetically one on one with customers, anticipating ?even the unexpressed wishes? of those customers, to use the Ritz-Carlton?s lovely phrase. But we?re now well into the 21st century, and there?s more required to provide great custome...