Guy Kawasaki has a post about the Art of Customer Service on his AMEX blog. Here are my highlights:
- The CEO’s attitude toward customer service determines the quality of service that a company delivers.
- Take responsibility and Don't Finger Point.
- Keep customers in the loop.
- Follow Up.
- Integrate customer service into the mainstream. Let’s see: Salespeople make the big bucks. Marketers do the fun stuff. Engineers: You leave them alone in their dark caves. Accounting cuts the paychecks. And customer service? They handle angry people when something isn’t working, and something isn’t working all the time. Customer service largely determines the company’s reputation, so do not consider it a profit-sucking necessary evil.