The secrets of a start-up that has staked everything on customer experience.
“What’s the first image that comes to mind when you think about customer service? Chances are, it’s not flattering enough to deserve a glowing book-jacket quote. Automated scripts, endless hold music, outsourced hotlines, and call transfers—we’ve all endured frustrating (to put it politely) customer service experiences. It’s hard to understand why so many companies still treat it as an afterthought.
And yet, another path exists. For some, customer service isn’t just a cost center—it’s their obsession, their very reason for being. Instead of dismissing it as an expense, they’ve turned it into the engine of their success.
I wouldn’t have believed it myself, until I lived it firsthand at Capitaine Train. By going against the grain of conventional wisdom, we transformed customer service from a neglected necessity into a powerful driver of growth.
This is the story of how we did it.”
Discover the book on https://www.fnac.com/a12568924/Jonathan-Lefevre-L-obsession-du-service-client-Les-secrets-d-une-start-up-qui-a-tout-mise-sur-l-experience-client
