Senior Consultant Dick Bucci, The Pelorus Group
If you have contacted an organization to get help with a product or service they provide, there is a possibility that you may have been unsatisfied with the customer support. There is an even greater likely hood that if you are making a second contact with that organization there will be no record of your first contact. “Manage Issues Not Contacts” will help you determine if there is a gap between your organizations perceived level of customer service and actual and help you reduce that gap.