In an article posted at MSNBC.com, author Paul Levesque writes about the five most common blunders in customer service. No, you won’t read about stupid employee tricks, rather this takes a more strategic look at what can go wrong in attempting to deliver legendary customer service experiences.
His first example is that customer service is not a training issue. I’ve written about that here and within the last week I’ve had to gently redirect two mid-managers in my organization who felt that “training” would solve their problems. It won’t.He believes the third blunder is using customer feedback to determine what’s wrong, rather than what’s going right. To me, this point made the whole article worth reading. You know I constantly beat the drum about the importance of feedback, but Paul makes a very valid point about focusing on what’s right, as opposed to what ‘s wrong. That little paradigm shift is extremely important, IMHO. (Another way to look at it is that the organization is an optimist, not a pessimist.)
I was so impressed with the article that I called Borders and ordered Paul’s book.
"If you want to be creative in your company, your career, your life, all it takes is one easy step"?¦ the extra one. When you encounter a familiar plan, you just ask one question: What ELSE could we do?"
— Dale Dauten