From Micah Solomon, who resided in Rapp Co for many years, and owned/operated Oasis CD Manufacturing.
"Every company in the known universe wants to provide great customer service and deliver an attractive customer experience. But a lot can go wrong along the way to accomplishing these goals. Below I list 19 missteps I encounter frequently when consulting on customer service and the customer experience. Check and see which ones, if any, are dragging your customer service and customer experience down. [Note: In most of the cases below, I've linked to a page-long article on the subject."