• Home
  • Going Lean in Health Care
  • Innovation in Organizations
  • Zero Defects
  • Eight Essential Tools for Six Sigma
  • Curious Cat Management Improvement Blog
  • Management Articles
  • Got Boondoggle? (lean)
  • Management Blog Directory
  • Panta Rei (lean)
  • Hexawise - software testing
  • Curious Cat Management Improvement Library
  • John Hunter
  • Management jobs
  • Leadership and Management Quotes
  • Public Sector Management Improvement
  •    

    New Blog Address: management.curiouscatblog.net

    Monday, April 10, 2006

    The Art of Customer Service

    The Art of Customer Service by Guy Kawasaki:

    4. Don't point the finger.
    This is the flip side of taking responsibility. As computer owners we all know that when a program doesn't work, vendors often resort to finger pointing: "It's Apple's system software." "It's Microsoft's 'special' way of doing things." "It's the way Adobe created PDF." A great customer service company doesn't point the finger--it figures out what the solution is regardless of whose fault the problem is and makes the customer happy. As my mother used to say, "You're either part of the problem or part of the solution." (By the way, as a rule of thumb, the company with the largest market capitalization is the one at fault.)

    1 Comments:

    Blogger Maria Palma said...

    I'm a big fan of Guy Kawasaki myself. It's true, there really is no point in placing blame on other people...The customer doesn't really care who's fault it is - the one who does something about it is the one who comes out like a hero.

    2:17 PM  

    Post a Comment

    Links to this post:

    Create a Link

    << Home