August 13, 2010
In a recent conversation with author Raul Pupo, I described my surprise that there were no local customer service classes, workshops, events, or otherwise to take part in. "That's no surprise," said Raul. He believes the disconnect begins with education, and permeates business.
A customer's judgment of a supplier's overall service depends on his transactional experience - that is true. But it also depends on his experience with the supplier's organization in areas unrelated to the delivery of service - the supplier's accounting or credit organization, the supplier's standing in the community, and so forth...Establishing a correlation between customer satisfaction and business profitability would clearly give those executive leaders who are still on the fence about where best to employ capital the rationalization needed to justify expenditures for service initiatives.For those that think service books are a lot of fluff about being nice to people, you'll enjoy the section "Service Is Not Surrender," where the author describes the psychological implications of how our culture views service, and how different cultures (specifically Japan) see it entirely different (and to their advantage). Service is not about giving in. It's about creating a scenario where no objection will arise to give in to. There's a lot here to contemplate, and I hope you'll do that with this book as a guide.