"In the past, customer service was a department, the place that you called for specific redress of a grievance or information about your bill. Right now, rather than a function in that department, it is an enterprise strategy. That transition from a department to an enterprise strategy has profound implications on how we design all our processes across all our different communication channels -- how billing bills, how shipping ships, how sales sells, how a product group creates products." -- Michael Maoz, Gartner Vice President
The focus should always be, or should I say, have always been on "we" and not "me". No matter what your title is in the company, you are always in "customer service". This is something that Craigslist founder, Craig Newmark, knows very well.
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» One of the Keys to Great Customer Service from CustomersAreAlways
Earlier I talked about how customer service is an enterprise strategy and encompasses every aspect of your business. I've also stressed here time and time again how customer service starts with each individual. In terms of customer serv... [Read More]
Tracked on: January 9, 2008 3:52 PM | Permalink to Trackback