Devoted to customer service and the principles of exceptional customer services

This is the continuation of my interview with Tom Vander Well of QAQNA....

What is your #1 customer service tip?

As soon as customers tell you their problem, immediately apologize and commit to do what you can to resolve the issue. The rest is follow-through. 

 What have you learned from blogging about your business? 

 I’ve learned what a niche we have in the marketplace. There are tons of marketers, PR people and brand warriors out there. You can find software and technology people working on QA stuff, but there seem to be precious few people helping businesses objectively and quantitatively measure service. It’s exciting and maddening at the same time. It’s exciting that we can help businesses who are out there trying to figure it out on their own. What is maddening is the feeling that you’re a voice in the wilderness.

What impact do you think blogging will have on business?

Let me warn you, I’m not a good prognosticator. Every year I pick the Cubs to win the World Series. But, I think that blogging will be an ever and increasing networking and marketing tool and as a source of intelligence. Business will see how listening to others will help them, and how being part of the conversation will help both themselves and their customers. There’s no doubt that companies will continue to grow in their understanding of how to use blogging as a part of their overall business strategy. I also believe that we will see more and more business networking being conducted online rather than in person.