Saturday, December 18, 2004


After blogging about customer service quality in Spanish for a while, I've decided to start a blog in English about the same subject. Each blog will be somewhat independent of each other, but will cover basically the same topic: how to measure and how to improve the quality of customer service and experience.

Almost every day, we experience at least one interaction with a service provider (maybe with a retailer, a phone company, an airline) that leaves us wondering if the businesses we deal with really know what we expect from them. And the worst thing is, every time it gets worse! Great customer service (whatever it means, we'll deal with that later) is the exception, and not the rule. Luckily for us, this gives us a lot to blog about.

Welcome, and enjoy the ride!