About Anecdata
Anecdata lies somewhere between a scientific study and storytelling - an anecdote.
The purpose of the anecdata project is clear: collect 1,000 actual customer service stories, organize them in a meaningful way, and extract the principles of what constitutes “good” and “bad” customer service. The results, after being carefully distorted and contorted by the Project Director, will be published in what hopefully will be an amusing, informative but also instructive book.
The publication will be aimed to the general public, but its highest and best use will be as an easy-to-read educational tool to businesses. Not quite “Customer Service for Dummies,” but hopefully you get the idea.
It is not the intent to embarrass businesses that offer poor customer service, but to give other businesses some benchmarks and creative insights about how other industries and providers approach key customer service issues. In some cases, the anecdata may be inspirational. In other situations, the stories may sound like a comedy of errors. Names of the poor customer service providers will generally be omitted, thus protecting the guilty, but providers of good customer service should be identified and applauded.
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