No, Really. Put The Customer In Charge
Guy Kawasaki* cranks out a top-10 list on “The Art Of Customer Service.” My favorite of the lot:
Put the customer in control. The best kind of customer service happens when management enables employees to put the customer in control. This require two leaps of faith: first, that management trusts customers not take advantage of the situation; second, that management trust employees with this empowerment. If you can make these leaps, then the quality of your customer service will zoom; if not, there is nothing more frustrating than companies copping the attitude that something is “against company policy.”
The other nine are just as solid.
(By the way, if you want to really put the customer in control, this is a good place to start. Then again, I’m biased.)
* – “His name is synonymous with evangelism as a secular business technique, and motorcycles.” Still one of the best lines in a book jacket biography, ever.
Christopher Carfi, CEO and co-founder of Cerado, looks at sales, marketing, and the business experience from the customers point of view. He currently is focused on understanding how emerging social technologies such as blogs, wikis, and social networking are enabling the creation of new types of customer-driven communities. He is the author of the Social Customer Manifesto weblog, and has been occasionally told that he drives and snowboards just a little too quickly.