In no other functional area is the old cliche "there are no problems, only opportunities" more true than in customer service. Research shows that when a company solves a problem that its customers are experiencing, customers tend to return the favor by becoming more loyal to the company than if the problem hadn't existed in the first place.
This and other interesting customer service insights is what Jonathan Byrnes, author of The Bottom Line column for the Harvard Business School Working Knowledge Newsletter shares with us in this article called "Nail Customer Service". You can follow the links in the body of the article to access other interesting pieces by Jonathan showing us, as his bylines promise, more "innovative methods for increasing profit from an existing business without costly new initiatives".
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