Correct Info on the Phone Could Have Saved a Trip for DirecTV Mark Graban Aug 11, 2010 7 Blog Following up the DirecTV service call that I blogged about this morning, there was some clear, obvious waste that…
How to Design Poor Service – Expect 100% Utilization of People or Resources Mark Graban Aug 2, 2010 30 Blog I have as many bad customer service experiences as the next guy, both in healthcare and other businesses. As I've!-->…