Welcome to a blog that advocates great customer service. I´ve been a customer ever since I was five years old and bought nickel Cokes at the soda fountain in Ragland´s Drug Store. (Based on the current price of Cokes-and the lack of soda fountains–I´ll let you do the math on how long ago that´s been.)I´ve been dealing with customers in both inside and outside sales since I joined the work force many decades ago in both the private and nonprofit sectors. I now work for an organization implementing Customer Relationship Management (CRM), which includes taking a good hard look at how we interact with customers.
There are two things you should know about me. First, I am passionately interested in delivering and receiving great customer service. If I didn´t feel that way, I wouldn´t be writing this blog. Second, I am not an expert or a consultant on customer service. The lessons I´ve learned have been hard won and there´s so much more for me to learn. I´m counting on you, the steely-eyed reader, to help me with that.
If you read a lot of blogs, you know that bloggers are opinionated. I´m certainly that. I enjoy a good discussion and I hope you´ll feel free to add your comments, suggestions, and to pose questions. Expect two posts a week from me, I do have a day job as well as kids involved in school, soccer, and other activities.
I am not here to sell you anything and I won´t push any products, companies, or services for personal gain. I will receive some income from the ads you see here, but if my purpose were to make money, I´d get an MSM paper route.
Why do I call this blog "Customer Service Experience? To exceed the customers´ expectations, customer service is so much more than just a policy or a smiling employee (although both are critical to your success). In the posts to come I´ll discuss why I believe it´s an experience not just a single interaction between two people.
I´ll also link to other blogs and Web sites that promote great customer service. If you´ve got a favorite, please send it to me. Even if I disagree, I just might link to it.
"The more high technology around us, the more the need for human touch."??
–John Naisbitt, Megatrends