In Small Biz, There's No Small Stuff

When it comes to customer service, take a tip from a good police chief: The small things can be just as important as the high-profile ones

Last week I called customer service at a major national retailer. After navigating the obligatory automated telephone routing system, I was given the option of leaving a message (with the promise of a returned call) or of holding for the next available representative. Since I had already sent the company three e-mails that had gone unanswered, I opted to hold. After about two minutes, the line went dead.

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