Devoted to customer service and the principles of exceptional customer services

Awhile back I introduced you to the GetHuman campaign that was started to help people by giving them shortcuts to get a human customer service rep when they call a company’s 800 number. The campaign was started by Paul English and has received quite a bit of publicity by bloggers and other media. Now Microsoft Corporation (MSFT) and Nuance Communications are onboard with the initiative. If all goes well, companies will be soon be able to advertise that they are a “GetHuman Compliant” business. A pretty good partnership since Microsoft needs a customer-service boost of its own....Read more about this here.

Since we’re on the subject of Microsoft, I came across an interview with Kevin Turner, the COO of Microsoft who seems to be in tune with customers and customer service. He says that his sales conferences will focus on “what being a world-class seller” mean. To Kevin it means “...listening to people; it means saying thank you; it means the little things. But then it also means how do you transition into selling solutions? How do you articulate the software road map? How do you connect to business value? How do you learn somebody's business to be able to see what solutions map to that?”

When asked what his major concern was with Microsoft he answers, “The only thing I think about when I go to bed and when I get up in the morning is people. Do we have enough skilled, trained qualified people, and are we equipping them to take care of our customers and our products? I see my job as twofold. One, make sure we take care of our people. Two, make sure we take care of our customers and partners. And if I had to add a third, it would be, don't get confused about what my job is. Just take care of our people and take care of customers and our partners, and those are the things I try to stay grounded on.”

I have a little smile on my face right now because I’m beginning to see that big businesses are realizing now what it takes to stay on top. First AOL, then Dell, and now Microsoft. Now if we can get UHAUL to amp up their service!