Earlier this week, I posted some comments about some experiences I had with a couple of firms I do business with.
After reading this paper from a professor at the IESE Business School, I have to admit that I had no right to complain. My experiences pale in comparison to what this guy went through. What makes this a “must-read” (it’s only five pages long) is the response he got to a letter he sent to the CEO of the offending firm.
Sorry to make you work to get the paper, but I bet he gets some kind of credit each time the paper is downloaded off SSRN.
Technorati Tags: Customer Service, Pablo Fernandez, SSRN, IESE Business School