Tarp consultant John Goodman on voice of the customer challenges

In this video, John Goodman, Tarp Worldwide vice-chairman, takes a look at how the most basic customer service exchanges can go wrong and why companies need to fix these problems before they can take on a voice of the customer strategic plan. Goodman, who has been working in the customer service field for 40 years, notes that organizations often miss that customers just want to be treated with respect.

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