AE Articles
Reviving the Lost Art of Customer Service - Four Elements to Prioritize
March 2024
Issue: March/April 2024
File Type: PDF

I hung up the phone with my neighborhood appliance store in frustration. The oven I had ordered two weeks previously had not arrived and would not be available until the following week (despite their 10-day assurance). Of course, I only received this information after having been disconnected twice; speaking with a rather rude, impatient man who clearly did not have time for me; and having to call back despite being promised I would receive a return call that day.

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About the Author
Maureen Waddle, MBA

(916-716-7694;, is a principal and senior consultant with BSM Consulting


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