Books I have co-authored

Bad customer support – a great way to destroy your brand

Broadband and Mobile operators in Sweden face an increasing level of complaints about lousy customer service. Complaints to the Consumer Ombudsman almost doubled in 2009 with companies such as ComHem, Telia, and Tele2 on the top ten list. Leaked information to the Swedish newspaper Dagens Nyheter from a source working at the customer support of the mobile operator Three revealed some rather counterproductive ways of running a customer support call center.

The […]