WENDY KNOWLER: If it doesn’t work, you can just send it back
The Consumer Protection Act is explicit about your rights, though it can be hard to find a call-centre agent who realises it
11 June 2023 - 07:29
It was the former CEO of online clothing store Zappos, Tony Hsieh, who said: “Customer service shouldn’t just be a department, it should be the entire company.”
I couldn’t agree more, but ask a company’s decisionmakers if they ever engage directly with their customers and you’re likely to get blank stares. ..
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