YEN Blog: Customer Service - Do Scripts And Processes Improve Or Destroy?
These days everything appears to be ever more formulaic. Wherever we go as service consumers we are greeted (or confronted) by processes which are seemingly designed to delight us but in reality either annoy us or just leave us cold?
When working with clients and students, I spend some time looking at service process analysis – plotting the end-to-end customer journey...
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