A Quote by Richard Branson
Good customer service begins at the top. If your senior people don't get it, even the strongest links further down the line can become compromised.
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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.
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.
Most customer service people are great. It's that one customer service person from hell that drives me crazy!
I would hear stories about Steve Jobs and feel like he was at 100 percent exactly what he wanted to do, but I'm sure even a Steve Jobs has compromised. Even a Rick Owens has compromised. You know, even a Kanye West has compromised. Sometimes you don't even know when you're being compromised till after the fact, and that's what you regret.
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.
If you do something extraordinary for your customer you will never be forgotten. Customer service heroes get remembered, but legends never die.
The people we get along with, trust, feel simpatico with, are the strongest links in our networks
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.
Service standards keep rising. As competitors render better and better service, customers become more demanding. Their expectations grow. When every company's service is shoddy, doing a few things well can earn you a reputation as the customer's savior. But when a competitor emerges from the pack as a service leader, you have to do a lot of things right. Suddenly achieving service leadership costs more and takes longer. It may even be impossible if the competition has too much of a head start. The longer you wait, the harder it is to produce outstanding service.
We're just a real dirty band. We're raw, and we're rough. None of us are top-scale, top-line musicians. But I tell you what, you get your top-line musicians and see if they can entertain like us.
A true entrepreneurial enterprise begins with a big idea - a unique way to solve a customer's problem. Your customer, after all, is the only justification for creating a company in the first place. Without a big, transformational idea, you can't produce a great result for your customer.
Anything a customer can do for themselves is where service stops and relevance begins.
As you become more senior in your career, it can be thin at the top - It's harder and harder to get unbiased and direct feedback when making decisions. You want people who will speak truth to power. Say no to any 'yes men or women' on your personal board. When you face a personal crossroads, you need honest advisors.
My favorite Scripture is Philippians 4:13, "I can do all things through Christ who strengthens me." God is our strength; his love, demonstrated through us, can move mountains and change hearts. Being a Christian is actually a competitive edge; provided that you place your faith first above even your professional aspirations. Even if in the past you've compromised and slid partway down that slippery slope, it's still possible to find your way back. If I've learned anything, it's this: to get where you want to go, you first have to become the person God wants you to be.
If you get into a customer service fight with a hooker, even if you're in the right, you're in the wrong.
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.
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