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Why do customer service initiatives fail? by Debra J. Schmidt

I have heard it repeatedly from employees in a variety of industries when their company launches a new customer service initiative: “Here we go again. They’ve tried these programs before, each one with a new name, but they always fizzle out. Why should I get excited about this one?”

Most CEOs and managers begin with honorable intentions for developing a customer service program. They identify the problems and set achievable goals. They invest company resources by hiring an outside consultant or trainer to help them carry out their customer service mission.

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