A Quote by Tony Hsieh
Customer service shouldn't just be A department, it should be the entire company.
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Customer service should not be a department, customer service is everyone's job.
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.
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.
I believe [the Department of Energy] should be judged not by the money we direct to a particular State or district, company, university or national lab, but by the character of our decisions. The Department of Energy serves the country as a Department of Science, a Department of Innovation, and a Department of Nuclear Security.
The goal as a company is to have customer service that is not just the best, but legendary.
Zappos is a customer service company that just happens to sell shoes.
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.
Southwest Airlines is successful because the company understands it's a customer service company. It also happens to be an airline.
Having to call your customer service department is like falling off a six story building.
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!
We asked ourselves what we wanted this company to stand for. We didn't want to just sell shoes. I wasn't even into shoes - but I was passionate about customer service.
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.
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?
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