Service Manager only · Service · Moments of Truth / Wow! Service
A complaint is a moment of truth with a clock on it
The Service Department is where previous work comes back. How fast you own it, how cleanly you fix it, and whether the customer would still refer you is the whole job that day.
One slow, defensive callback undoes a year of marketing to that street.
Service
Tactics by seat
Service Manager
- Time-to-first-human on a complaint is a posted number.
- Close the loop with the department that caused it. Do not just patch and hide the pattern.