The Art of Customer Service

Guy Kawasaki is an essential read for today's businessman or woman. Here is his take on the Art of Customer Service:

The Art of Customer Service: "
This blog entry is a response to a topic suggestion by Douglas Hanna. It covers the art of customer service, a subject that is near and dear to my heart.


1. Start at the top. The CEO's attitude towards customer service is the primary determinant of the quality of service that a company delivers. If the CEO thinks that customers are a pain in the ass who always want something for nothing, that attitude will permeate the company, and service will be lousy. So if you are the CEO, get your act together. If you're not the CEO, either convince her to change her mind, quit, or learn to live with mediocrity--in that order.

2. Put the customer in control. The best kind of customer service happens when management enables employees to put the customer in control. This require two leaps of faith: first, that management trusts customers not take advantage of the situation; second, that management trust employees with this empowerment. If you can make these leaps, then the quality of your customer service will zoom; if not, the"...

Read his post!