My
friend and colleague Barry Moltz has finally written the customer service book
that should be required reading for anyone who interfaces with current or
potential buyers. B-A-M, which stands for Bust-A-Myth, debunks
the 20 common myths of customer service-from "The customer is always
right" to "Customer service means the same thing to everyone,"
to "Companies achieve customer service by under-promising and
over-delivering.”
In
an era where just about everything is a commodity and it’s easier to buy – and slam
– something online, strong customer service is more critical than ever. Yet many companies use these myths as the
foundation of their customer service infrastructure and lose money every day in
the process. B-A-M delivers a customer
service manifesto for the twenty-first century. Some of my favorite lessons are the ones that some
of the organizations I’ve interacted with recently (that would be you, Orbitz)
really need to learn:
·
We will resolve your issues in a
reasonable manner and in a reasonable timeframe, or give you a refund or
compensate you in manner that leaves you as satisfied as possible.
·
We will empower our employees to
resolve an issue at the point it occurs.
·
We will admit when we made a
mistake.
·
When we decide to change something
in our agreement, we will let you know in advance in a very public way.
·
We will offer several convenient
ways for you to provide feedback on our products or services.
For those of you who don’t know Barry, he’s a small business
veteran. After successfully selling his
last operating business, Barry has branched out into a number of
entrepreneurship-related activities. If you’re considering launching a
small business, his radio show, Business Insanity, is a
must-listen.
Comments