James,
Good points. I might even further contend that if we eliminate the "dissatisfiers," we're then at point zero, or neutral. It's when we do a little extra - when a customer service action is unexpected, timely and on-target - do we accomplish customer-first service. You're right, things that can be easily fixed but left unresolved - shame on us! Resolution of such a "dissatisfier" should be the minimum expectation.
Jay Hollowell
