How to Wow

INTRODUCTION

The British Museum in London has in its collection a customer service complaint letter¹ that is more than 3,700 years old. The letter, written on a clay tablet, originates from the Old Babylonian period (southern Mesopotamia) circa 1750 BC and is written by a man, Nanni, to a merchant, Ea-nasir. In the letter Nanni complains that there have been problems with two shipments of copper ore that he has ordered from the merchant. One was the wrong type and the other was delayed and delivered to the wrong location.

Different time. Familiar problems.

Now, whilst we don’t know how Ea-nasir responded to Nanni, what we do know is that how we deliver great service and deal with our customers’ problems has always been important.

However, in ...