A Quote by Ken Blanchard
Customer service should not be a department, customer service is everyone's job.
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Customer service is not a department, it's everyone's job.
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.
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.
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!
Customer service shouldn't just be A department, it should be the entire company.
Does the customer invent new product or service? The customer generates nothing. No customer asked for electric lights. There was gas and gas mantles, which gave good light.
That's a very critical phase in customer service because you can start to really understand what part of customer service has value to customers and what part is bothering customers.
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?
With support jobs moving to China and India, it's not surprising that English-speaking countries' top frustration revolves around the difficulty of understanding customer service representatives. However, even if the level of customer service is exceptional, the extent to which poorly-understood accents trump quality of service speaks to English-speaking customers' growing intolerance of non-native speech, more so than in other countries.
The best time to do great customer service is when a customer is upset.
Every customer interaction is a marketing opportunity. If you go above and beyond on the customer service side, people are much more likely to recommend you.
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.
Having to call your customer service department is like falling off a six story building.
Getting service right is more than just a nice to do; it's a must do. American consumers are willing to spend more with companies that provide outstanding service - ultimately, great service can drive sales and customer loyalty.
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