customer service

Do You Hold Your Customers in Contempt? Or Do You TRULY Value Them?

Submitted by jlctaggart on June 7, 2010 - 4:30pm.

Once upon a time yours truly, as a young university grad and newly married to boot, found himself working as a loans officer for a large finance company. Being young and naïve, I found it rather exciting to get out from behind my desk, jump in my manager’s company car and go loan collecting. After bringing in new business for loans, mortgages and conditional sales contracts, the more seamy side of my work was pounding on doors, especially at month end when stats were due for the regional manager.

Meet The Boss TV - the long and the short of it

Submitted by PhilDourado on April 10, 2010 - 6:36am.

Here's an edited version of the wonderful Tony Hsieh, CEO of Zappos (bought recently by Amazon's Jeff Bezos). It's a three minute video on Meet The Boss TV, a new free service that I think has its value proposition the wrong way around. It offers the edited version of videos, like this one, openly, but makes you register to watch the 'full version' at 18 minutes long. Listen carefully, Meet The Boss owners, if you stumble across this - It's in the editing that the value is.

The dancing roadsweeper

Submitted by The_Architect on February 17, 2009 - 12:01pm.

The Architect writes: This guy in the clip (below) is real. He used to work for Hounslow Council in Chiswick, West London and used to dance past the bookshop my wife worked in. See Phil's commentary, below the clip, once you've watched it, for a serious leadership learning point.

In case your company blocks YouTube at work (the space below will be blank if that is the case) here's a link to just one of the YouTube clips of Ziggy, Chiswick's dancing street cleaner, that you can email to yourself to watch somewhere else.

Leadership lessons in customer service

Submitted by Joe Espana on December 15, 2008 - 8:40pm.

Dear fellow Hubbers, I admit I 'borrowed' this posting from another blog site, but it was just so good it needed airing here. I found it at http://theflyinghamster.blogspot.com. My comments follow at the end. Read and enjoy:

IVR Gaffe

Submitted by NickMcCormick on December 10, 2008 - 5:32am.

“Please listen carefully as the menu options have changed.” How often have we been greeted with this infernal message on an Interactive Voice Response (IVR) system? The kicker is I don’t recall a single instance where the menu options have actually changed. For more click here.

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