One of the things they should put at the top of the list of a customer service rep job description is: "Strong attention to details". I was reminded of this when I read Kent Blumberg's post about a recent experience at a movie theater.
Some people may not think that stocking toilet paper in the restroom is such a big deal, but if you recall the Bathroom Blogfest from last year, you know that the customer experience does include making sure the restrooms are up to standard. Women especially pay attention to these kind of details.
In response to Kent's post, Eric Brown of Connecting Technology, Strategy, and Execution points out that great customer service isn't enough - you also need a great product as well.
I feel that there needs to be a good balance between a great product and great customer service. Can great service make up for a lousy product? Possibly. Can lousy service make up for a great product? Never.
[Hat tip to Phil Gerbyshak]
The service part in products is becoming more and more important. People start seeing their products as services, and the companies that will step up and deliver what is expected (a good service) will eventually prevail.
Posted by: Meir | August 24, 2007 6:11 AM | Permalink to Comment