Many years ago, I used to be what is called "the escalation person" -- the last stop on the OMFG YOU PEOPLE PISS ME OFF Customer Service Food Chain -- the one who dealt with the MOST irate customers, who calmed them when no one else could.
Later, I was The Head of Customer Satisfaction for Enron -- yes, 'tis true . . . my job was to look through our industrial client's surveys and, for any areas in which Enron's service was deemed to be "less than satisfactory", it was my job to build a CSIP (Continuous Service Improvement Program) to lay the groundwork for correcting it.
All this was long ago, literally in another century. Since then, things have changed in the Customer Satisfaction World quite a bit, most of it bad. There is a window opening soon for those of us who see service and soul and business as words that go together in the same sentence. People are fed up, the world has gone to Hell and Corporations are the Devil's minions . . . or something like that.
There is a Revolution brewing and I believe that is going to happen in the biggest way in the world of Commerce. People want to be treated as . . . "people" -- and so, businesses who start doing that again may find their worlds looking up . . . and those who don't?
My guess is they will be replaced by those who do.
Keep your chin up and focus on providing a kind word and a solution. People, and businesses, who can do both will find their worlds soon, very soon, looking up.
Later, I was The Head of Customer Satisfaction for Enron -- yes, 'tis true . . . my job was to look through our industrial client's surveys and, for any areas in which Enron's service was deemed to be "less than satisfactory", it was my job to build a CSIP (Continuous Service Improvement Program) to lay the groundwork for correcting it.
All this was long ago, literally in another century. Since then, things have changed in the Customer Satisfaction World quite a bit, most of it bad. There is a window opening soon for those of us who see service and soul and business as words that go together in the same sentence. People are fed up, the world has gone to Hell and Corporations are the Devil's minions . . . or something like that.
There is a Revolution brewing and I believe that is going to happen in the biggest way in the world of Commerce. People want to be treated as . . . "people" -- and so, businesses who start doing that again may find their worlds looking up . . . and those who don't?
My guess is they will be replaced by those who do.
Keep your chin up and focus on providing a kind word and a solution. People, and businesses, who can do both will find their worlds soon, very soon, looking up.
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