Connecting the Dots

This article cost me $37.95

Chris Taylor
Contributor: Chris Taylor
Posted: 01/06/2013

Customer service initiatives often put strong emphasis on culture, friendliness and professionalism. But that's not enough, writes columnist Chris Taylor. Great process management is what you really need.

I’m pretty upset. I just paid $37.95 for the benefit of renewing my website domain name just so I can then transfer over to another ISP. The outcome was guaranteed long before I spent hours on the phone with various customer service people over the past month.

Chris Taylor
Contributor: Chris Taylor
Posted: 01/06/2013