Customer Support and Statistical Insignificance
He’s also started a site titled The right side of right, which I would commend to you.
One of the entries in the blog from last November is titled “Statistical Insignificance“. There is a lot in here for anyone who is in customer service.
Getting it right most of the time may seem to be great from a statistical perspective, but when you start looking at what those small percentages multiply out to in terms of customer dissatisfaction, then to use his words:
“… seeing those kinds of numbers involving your company should leave you hunched in a corner in a cold sweat, rocking back and forth in the fetal position”.
Definitely worth a read!
Also worth a read for before you blow your stack at a customer service rep.