1. Start at the top - the CEO's attitude towards customer service sets the tone for the whole company
2. Put the customer in control - empower your customers as well as your employees
3. Take responsibility for your shortcomings - be accountable for and own up to your mistakes
4. Don't point the finger - take a proactive approach to solving a customer's problems, no matter who dropped the ball
5. Don't finger the pointer
6. Don't be paranoid - don't focus on the bad customers who try to take advantage of your business
7. Hire the right kind of people - contrary to popular belief, not everyone can work in customer service
8. Under promise and over deliver
9. Integrate customer service into the maintstream - your customer service people are part of the team too and as Guy says, "... do not consider it profit-sucking necessary evil.."
10. Put it all together. - review 1-9 and try to implement that in all your interactions with customers
» Guy Kawasaki Gives Us More Tips on Customer Service from CustomersAreAlways
As usual, Guy Kawasaki comes through for us. This time it's a posting called "The Art of Customer Service". What better topic is there for us to read? You can read the whole thing here, or if you don't have much time, I've p... [Read More]
Tracked on: April 12, 2006 9:08 PM | Permalink to Trackback