I took some time out today to sit down and read some of the latest issue of Fast Company Magazine where their “Customers First” Awards have been handed out to those companies with the best customer service. Here are some noteworthy quotes that I’ve come across so far from the magazine:
“...peer closely at a lot of outstanding customer-service efforts, and what you’ll see is the clever use of training, process design, and technology to simulate the old-fashioned relationship with the proprietor of a small business. It’s a tough trick to pull off, because it means reutilizing spontaneity, systematizing warmth, and putting a human skin on technology. And that’s why it is so often done so badly, producing employees who robotically mouth scripted nonsense, and technology that frustrates and complicates.
But when it’s done right, it can be powerful stuff...” -- Mark N. Vamos -- Editor -- Fast Company Magazine
“The companies that are going to prevail realize it’s the quality of the emotional experience that sets them apart.” -- Danny Meyer -- Eleven Madison Park
This one is my favorite...
“This business is very simple. No service, no profit.” -- Wolfgang Hultner -- Chief Executive of Mandarin Hotel Americas
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