Finally, Customer Service Makes a Comeback

by Barry Moltz on September 29, 2009

Customer Service Button final smaller 1When I started this book 18 months ago, I asked myself the very same question. With over 81,728 customer service books on Amazon, why does this world need another customer service book? Yada-Yada-Yada

First, I was driven to write on this topic because I dream about it. I never dream about showing up late for work naked. The kind of dreams where someone is chasing you and you wake up right before they catch you?

I dream where he is sitting in a restaurant and I can’t get the food I ordered before I have to leave for another meeting. I wake up in a cold sweat screaming and yelling until my wife calms me down.

It makes me realize how important excellent customer service is in business and how rarely he receives it.

Customer service actually has changed in the last year. The Great Recession means that people are actually trying harder to offer great service because competition for the spending dollar is so fierce.

At the same time, our customer service expectation has gone up. When Amazon can customize my shopping experience for me (they call me by my first name and always know what I want!), this expectation does not change when I enter a retail store.

Has customer service made a comeback in your world?

{ 3 comments… read them below or add one }

Jesse Petersen October 11, 2009 at 12:37 am

Looking good, Barry!

Your 20 Myths had some surprises in there for me that I was sure were true, so I can’t wait for my copy to arrive to see what you have to say about them.

Dyana Valentine October 14, 2009 at 8:41 am

CONGRATULATIONS, Barry! This is awesome. Customer service is an obsession for me. I believe that if folks give just 10% more effort around “how can I made this experience better for my client/customer or this project” the world will be a better place. I’m a big fan of how Audio Acrobat, Garmin and Midphase hosting have treated me as a client in the last two weeks. They: returned my call/email with a human; directly answered my questions and offered alternative solution(s) to my challenges. BIG CS wins. Thanks.

Barry Moltz October 23, 2009 at 10:19 pm

So true, good to hear from you!

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