Critical to Quality?

David Pogue writes in today’s New York Times about Checking Your Bill for a New Charge Called ‘Oops’.

As nickel-and-dime errors show up with increasing frequency on their phone bills and in other accounts, some customers wonder whether the mistakes are in fact company policy.

Like the hotel energy surcharges that (often) haven’t gone away. Nuisance fees — not an oxymoron. The principles of Six Sigma need to be applied to customer service — what’s critical to quality here — in terms of customer satisfaction, not current quarter P&L?

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