A Take It or Leave It Attitude Begins at the Top
- Topics:
- Presentations
- Tags:
- Customer Relationship Management (CRM),
- Customer Service,
- Dave Kahle,
- Enterprise Software,
- Importance,
- Marketing,
- Product Marketing,
- Software,
- Vision
- Source:
- Dave Kahle
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Overview: The article says that management is at the root of poor customer service. We stress the importance of good customer service. The issue of delivery time has been given importance. There should not be any uncertain terms. One should get hold of someone who can fix the problem but not before they tell all about how Mega Big does things. In business we should have a little more control. When a glitch or a problem is identified we should be able to fix the process so as to avoid stepping into the same hole again and again. We need to fill holes or put a rope around them. Stressing the importance of good customer service is a good beginning, but it is only a beginning. Once they have established the expectation (the vision thing) one needs to provide guidelines based on the major components involved.
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Format: HTML | Date: Jan 2003 | Pages: 1
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