Customer Service and Accountability

My publisher, Dennis McClellan (DC Press) sent me a blog post yesterday that stopped me in my tracks. It's written by Quint Studer, who is one of the premiere consultants in the healthcare industry, and brilliantly addresses the issue of accountability.

I could elaborate on the article here, but there's nothing to add. Please check out (and pass along) his article, "What You Permit, You Promote."

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The Top Five Customer Service Mistakes Companies Make
And How Your Organization Can Avoid Them