Comments on: What Gets in the Way of Offering Great Customer Service? http://customersrock.net/2010/01/08/what-gets-in-the-way-of-offering-great-customer-service/ Focusing on customers, their experiences, and how businesses can make sure their customer experiences rock! Tue, 31 Aug 2010 18:26:17 -0500 http://wordpress.org/?v=2.8.4 hourly 1 By: Randa Gormally http://customersrock.net/2010/01/08/what-gets-in-the-way-of-offering-great-customer-service/comment-page-1/#comment-4681 Randa Gormally Mon, 08 Mar 2010 05:56:44 +0000 http://customersrock.net/?p=1426#comment-4681 very good, thank youu very good, thank youu

]]> By: Mike Brewer http://customersrock.net/2010/01/08/what-gets-in-the-way-of-offering-great-customer-service/comment-page-1/#comment-4398 Mike Brewer Sun, 31 Jan 2010 16:44:29 +0000 http://customersrock.net/?p=1426#comment-4398 I think there is an interesting dynamic entering the market place today - there are roughly 70 to 80 million Gen Y consumers becoming fully immersed in the economy. They are entering not only on the spend side of the equation but on the earning side as well. With some level of armchair speculation on my part - I am presupposing that much of what is being defined as customer service today is being done so by those who grew up digital - Gen Y. And, because they represent two-thirds of the spending power and an innate high level of entitlement - industries across the board must listen up. Despite the fact it's the right thing to do- it's not a choice anymore. I think we will see many more trailblazers, cavaliers and rouge customer world rockers in the coming five years. Not motivated by fear in any way but rather a deep and philanthropic commitment to being a part of something bigger than self, that and, the fact that the metrics that will measure the benefits of doing so will be more widely accepted. It will all boil down to the speed of trust. And, the magic is the culture - I am personally jazzed by companies that embrace the change - I am jazzed by the feeling that business is becoming hyper-personal again. I think there is an interesting dynamic entering the market place today – there are roughly 70 to 80 million Gen Y consumers becoming fully immersed in the economy. They are entering not only on the spend side of the equation but on the earning side as well.

With some level of armchair speculation on my part – I am presupposing that much of what is being defined as customer service today is being done so by those who grew up digital – Gen Y. And, because they represent two-thirds of the spending power and an innate high level of entitlement – industries across the board must listen up. Despite the fact it’s the right thing to do- it’s not a choice anymore.

I think we will see many more trailblazers, cavaliers and rouge customer world rockers in the coming five years. Not motivated by fear in any way but rather a deep and philanthropic commitment to being a part of something bigger than self, that and, the fact that the metrics that will measure the benefits of doing so will be more widely accepted. It will all boil down to the speed of trust. And, the magic is the culture –

I am personally jazzed by companies that embrace the change – I am jazzed by the feeling that business is becoming hyper-personal again.

]]> By: Justin http://customersrock.net/2010/01/08/what-gets-in-the-way-of-offering-great-customer-service/comment-page-1/#comment-4287 Justin Thu, 14 Jan 2010 20:41:31 +0000 http://customersrock.net/?p=1426#comment-4287 Hi Becky Great post to start a conversation. I see many companies losing on Customer Service because their performance and pay model is geared to stats, sales and revenue rather than customer experience. If somehow companies could drive an incentive program around the number of customers who leave the shop happy and satisfied customer service staff and sales people might look at their job in a different light. Eric mentioned FEAR which is quite right, fear for not making target that day or that week drives emotions and behaviors not conducive to creating a great experience for that person/customer Just my thoughts Cheers Justin Hi Becky

Great post to start a conversation.

I see many companies losing on Customer Service because their performance and pay model is geared to stats, sales and revenue rather than customer experience. If somehow companies could drive an incentive program around the number of customers who leave the shop happy and satisfied customer service staff and sales people might look at their job in a different light.

Eric mentioned FEAR which is quite right, fear for not making target that day or that week drives emotions and behaviors not conducive to creating a great experience for that person/customer

Just my thoughts

Cheers

Justin

]]> By: Becky Carroll http://customersrock.net/2010/01/08/what-gets-in-the-way-of-offering-great-customer-service/comment-page-1/#comment-4261 Becky Carroll Mon, 11 Jan 2010 16:01:14 +0000 http://customersrock.net/?p=1426#comment-4261 Eric, I see the fear as being concerned about the cost to deliver great customer service. However, the cost is larger if poor customer service is delivered, in my opinion. I also enjoy Southwest and have written about them before. I believe part of their success is the employees they hire. They look for people with what they call a "warrior spirit". These are people who will take care of customers no matter what. People will always have the occasional poor customer service experience, even with a great company like Southwest, but on the whole they do a fabulous job! Thanks for your comment, Eric. You rock! Eric, I see the fear as being concerned about the cost to deliver great customer service. However, the cost is larger if poor customer service is delivered, in my opinion.

I also enjoy Southwest and have written about them before. I believe part of their success is the employees they hire. They look for people with what they call a “warrior spirit”. These are people who will take care of customers no matter what.

People will always have the occasional poor customer service experience, even with a great company like Southwest, but on the whole they do a fabulous job!

Thanks for your comment, Eric. You rock!

]]> By: Eric Brown http://customersrock.net/2010/01/08/what-gets-in-the-way-of-offering-great-customer-service/comment-page-1/#comment-4257 Eric Brown Sun, 10 Jan 2010 03:57:57 +0000 http://customersrock.net/?p=1426#comment-4257 Hi Becky, It seems that a common denominator to bad service is Fear. Most companies are Fear Based Managed, even if that is not the intent, overall we have a flawed management system in America. But, Think Southwest Airlines, they have always solved my problem, irrespective of the issue, including, No we ca not do that, but we can do this. I have never felt the need to ask for a supervisor at Southwest.Southwest employees act like owners, I have flown them more than I care to admit. Think about this, I have never taxied a runway as fast in ANY other airline as SW, those cowboys land the plane, get it to the gate, offload, and on load in record time. What is their magic? Hi Becky,
It seems that a common denominator to bad service is Fear. Most companies are Fear Based Managed, even if that is not the intent, overall we have a flawed management system in America.

But, Think Southwest Airlines, they have always solved my problem, irrespective of the issue, including, No we ca not do that, but we can do this. I have never felt the need to ask for a supervisor at Southwest.Southwest employees act like owners, I have flown them more than I care to admit.

Think about this, I have never taxied a runway as fast in ANY other airline as SW, those cowboys land the plane, get it to the gate, offload, and on load in record time.

What is their magic?

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