Can Poor Customer Service Cause a Heart Attack?

Can Poor Customer Service Cause a Heart Attack?

Angela Hawkins, a Virginia grandmother, is suing Verizon for $2.35 million, claiming the company was responsible for both negligent and intentional infliction of emotional distress. Ms. Hawkins says she got so upset after being threatened by a supervisor that she ended up in the hospital where an EKG confirmed she had experienced heart failure. It will be up to the courts to decide the case, but from my own personal experience, I know that poor customer service can raise my blood pressure. All of us in the field of … [Read More...]

Zappos – Is It Not the Perfect World?

Zappos – Is It Not the Perfect World?

In an article in The Wall Street Journal, 14 percent of Zappos’ employees have resigned after the company implemented a new management structure called Holacracy. This is an interesting statistic. Everyone knows Zappos pays new hires to leave. They only want people to stay and provide service to their customers if they really believe in their culture. Zappos has an outstanding service reputation so it must be working. What is Holacracy? According to Holacracy.org, the concept is a distributed authority system – a set … [Read More...]

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About Richard

Richard R. Shapiro_10.26.11Richard R. Shapiro is the founder and President of The Center For Client Retention (TCFCR), which provides research, training and consulting services to Fortune 500 corporations on how to improve the customer experience. His first book is The Welcomer Edge: Unlocking the Secrets to Repeat Business. [Read More...]

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