Comments on: Customer Service In The Era Of The Internet http://www.fabianschonholz.net/2008/04/20/customer-service-in-the-era-of-the-internet/ Don't Be So Serious Wed, 07 Jan 2009 02:32:13 +0000 http://wordpress.org/?v=2.6 By: Jeff U http://www.fabianschonholz.net/2008/04/20/customer-service-in-the-era-of-the-internet/#comment-173 Jeff U Mon, 28 Apr 2008 17:15:53 +0000 http://www.fabianschonholz.com/2008/04/20/customer-service-in-the-era-of-the-internet/#comment-173 We all have our telephonic experiences from 'hell', both as a caller, and on the receiving end. Everyone is dissatisfied with something or someone (often both). Everyone else is "the" problem; and, never/not us. We forget that pointing the finger at someone means that we are pointing 2 back at ourselves. Just like intimate personal relationships (e.g., marital, teenager, etc.) people are more successful when both sides feel heard; e.g., the complainer (bad name, I know) at least FEELS that their point of view (their horrible, awful, painful, not necessary, wasteful, etc.ad nauseum experience) is understood by the receiver. This builds trust, and then from there, the specific 'how to fix it' tactics come into play. We all have our telephonic experiences from ‘hell’, both as a caller, and on the receiving end. Everyone is dissatisfied with something or someone (often both). Everyone else is “the” problem; and, never/not us. We forget that pointing the finger at someone means that we are pointing 2 back at ourselves. Just like intimate personal relationships (e.g., marital, teenager, etc.) people are more successful when both sides feel heard; e.g., the complainer (bad name, I know) at least FEELS that their point of view (their horrible, awful, painful, not necessary, wasteful, etc.ad nauseum experience) is understood by the receiver. This builds trust, and then from there, the specific ‘how to fix it’ tactics come into play.

]]> By: fschonholz http://www.fabianschonholz.net/2008/04/20/customer-service-in-the-era-of-the-internet/#comment-172 fschonholz Mon, 21 Apr 2008 21:20:06 +0000 http://www.fabianschonholz.com/2008/04/20/customer-service-in-the-era-of-the-internet/#comment-172 The problem is that you need commitment to good CS from the TOP. If it does not come from the top, then you have a situation like we had at Pictage, where Ariel really tried to provide exceptional service but never got the commitment from Jason. So, RT ended up being blamed for the CS factor; while all along the problem was the lack of resource allocation to finish up what we had started. Last I heard, SalesForce was not doing a much better job and costed a great deal more. I will read the blog you pointed me to. Thank you. The problem is that you need commitment to good CS from the TOP. If it does not come from the top, then you have a situation like we had at Pictage, where Ariel really tried to provide exceptional service but never got the commitment from Jason. So, RT ended up being blamed for the CS factor; while all along the problem was the lack of resource allocation to finish up what we had started.

Last I heard, SalesForce was not doing a much better job and costed a great deal more.

I will read the blog you pointed me to. Thank you.

]]> By: Dave http://www.fabianschonholz.net/2008/04/20/customer-service-in-the-era-of-the-internet/#comment-171 Dave Mon, 21 Apr 2008 15:07:03 +0000 http://www.fabianschonholz.com/2008/04/20/customer-service-in-the-era-of-the-internet/#comment-171 It is shocking how some companies pay so little attention to their customer service. The people that are calling you are people who want to use your services but can't for some reason. How can you afford NOT to have someone intelligent and well trained talking to your customers on your behalf. I was just reading another good blog post about this that I thought you'd like too: http://sethgodin.typepad.com/seths_blog/2008/04/who-answers-t-1.html -Dave It is shocking how some companies pay so little attention to their customer service. The people that are calling you are people who want to use your services but can’t for some reason. How can you afford NOT to have someone intelligent and well trained talking to your customers on your behalf.

I was just reading another good blog post about this that I thought you’d like too:
http://sethgodin.typepad.com/seths_blog/2008/04/who-answers-t-1.html

-Dave

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