I just recently read an interview between Guy Kawasaki, Garage Technology Ventures, and Bill Price co-author of The Best Service Is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs. In this interview Guys asks a number questions regarding what it takes for good customer service. The one question that jumped out was “What are the tangible steps for a company to take to fix a service problem”. Bill’s response were the following seven steps:

1. Eliminate dumb or avoidable contacts to free up capacity and slash costs.
2. Build self-service that works to free up even more capacity and cut costs even more.
3. Find ways to be proactive rather than reactive because it is often cheaper than waiting.
4. Engage the real “owners” of customer problems to work with the customer service team to fix the problems.
5. Make it really easy to contact your business.
6. Use the contacts you get to listen closely to the customer, and act upon WOCAS (What Our Customers Are Saying).
7. Fix reporting metrics, processes, and the staffing side to deliver great experiences for customer contacts.

To read the entire interview follow this link.

1. Jason Rakowski Says:
   April 4th, 2008 at 4:53 pm

   Good Layout and design. I like your blog. I just added your RSS feed to my Google News Reader. .

   Jason Rakowski

2. David Wagner Says:
   April 22nd, 2008 at 10:00 am

   Thanks for the comment, I will check out you blog also!