Marshall Field, Massachusetts native and founder of the famous Marshall Field and Company (Marshall Field’s) department stores, is often attributed with the quotes “The Customer is Always Right” and “Give the Lady What She Wants”. But customer satisfaction is only part of the work for a good customer service agent, which is no simple job in and of itself.
Michael has a lot to say about the value of customer service. He learned on the spot during his time as a reservations agent at United Airlines and continued to evolve through 20 years of work on six college campuses and universities.