customer service

I heard Ken Blanchard talk about this book once, and I made notes. I've just dug them out for you. Here's what he said: 

“Sheldon Bowles and I wrote the book Raving Fans: Satisfied Customers Are Not Enough. (NB Sometimes the strapline is 'A Revolutionary Approach to Customer Service' - Phil).

Sheldon is an entrepreneur from Canada. In the 1970s, when everyone decided to go to self-service gasoline, Sheldon’s gut instinct was that it was a perfect time to go to full service.

We all have our customer service horror stories. It seems like they’ve become more and more commonplace. To counter this disturbing trend, I believe it is important to share positive customer service experiences and tout their benefits.

To that end, here’s my story…

When trading conditions get tough, you have to take even more care of the customers. If that message isn't clear from leaders at all levels in the organization, watch out for this kind of customer service as a result (The clip is about three and a half minutes):

Watching the unfolding debacle at Heathrow's new "state of the art honest guv"  Terminal 5 got me wondering 2 things. Why consistently in such situations is there a lack of basic information to those affected, and why do leaders find it so hard to just go " I'm really sorry this is a mess?".