H&R Block, HBO Make the Customer Experience Difficult Even When it is Easy
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No matter how well-prepared and operationally savvy an organization, it will endure days of unexpected difficulty. Unforeseen issues will emerge, call volume will spike beyond the business’ wildest forecasts and the fortitude of its customer service department will be subjected to the harshest of tests.
For H&R Block, April 15 should absolutely not be one of those days.
A business built almost exclusively to provide tax services for consumers, H&R Block’s entire year is defined...
