operations focused Archives - Shep Hyken | Customer Service Expert

The other day I was billed as a “no-show” for an appointment. This particular business, a personal training fitness gym, has a policy that if you don’t cancel appointments outside of 24 hours, you get charged. I accept and agree with the policy, but the problem was that I wasn’t a “no-show.” They had canceled the appointment, not me. (more…)

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