A Quote by Jon Jones
Having to call your customer service department is like falling off a six story building.
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Customer service should not be a department, customer service is everyone's job.
Closeness to another person is like a fear of falling off a building to me. It's really, like, physically painful, and it's a brand of crazy I don't appreciate having.
Business is all about the customer: what the customer wants and what they get. Generally, every customer wants a product or service that solves their problem, worth their money, and is delivered with amazing customer service.
If your cat's up a tree, you call the fire department. If someone's hurt, you call the fire department. If there's a mudslide or your house is on fire, you call the fire department. They're our first line of defense.
We have a constantly-changing portfolio of social media experiments. The first time we tried applying social technologies in a customer service department it became the most productive department in the company.
Customer service is not a department, it's everyone's job.
Look, I think that when we started Virgin Atlantic 30 years ago, we had one 747 competing with the airlines that had an average of 300 planes each. Every single one of those have gone bankrupt because they didn't have customer service. They had might, but they didn't have customer service, so customer service is everything in the end.
Customer service shouldn't just be A department, it should be the entire company.
The best customer service is if the customer doesn't need to call you, doesn't need to talk to you. It just works.
Unless you are building a new company from the ground up and can install caring as your businesses' cornerstone, you have to be willing to embark on a completely cultural overhaul so that, like a local mom and pop shop, every employee is comfortable engaging in customer service, and does it authentically.
I had rather get a root canal without anesthesia than to call your customer service office for help.
Companies are starting to measure how effective their customer service is and trying to understand what they can do to improve the customer service process.
Biggest question: Isn't it really 'customer helping' rather than customer service? And wouldn't you deliver better service if you thought of it that way?
Most customer service people are great. It's that one customer service person from hell that drives me crazy!
Your business should be defined, not in terms of the product or service you offer, but in terms of what customer need your product or service fulfills. While products come and go, basic needs and customer groups stay around, i.e., the need for communication, the need for transportation, etc. What market need do you supply?
We decided that if we get the culture right, most of the stuff, like building a brand around delivering the very best customer service, will just take care of itself.
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