On Monday I posted the first part of the interview with Tim Whelan of Customer Development Center. Today I continue with the interview where Tim tells us more about his experiences...
What was the best company that you ever worked for and why?
My favorite company while working for others was a small company in Canada. The reason was because they took good care of their employees. The employee was family and so held a sacred and valued place within the company. This is where a lot of my insights into the value of the employee in the customer service cycle were first formed. They had a very steady and strong following of loyal customers.
In your experience, what is the most common mistake companies make when it comes to customer service?
Failure to plan, or to even to discuss customer service issues other than when the customer’s complaint becomes a major thorn. Next would be to implement customer service policies where available. 94% (this includes western companies) of all companies either have no policy or it hasn't changed in the last 5 years. I remember working with one firm in Canada where they hadn't revisited their policy for over ten years and no one ever read it anyway, including the CEO and senior managers.
Stay tuned tomorrow.... Tim will tell us the differences in customer service in different parts of the world!
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