Excellent Customer Service

May 6, 2010

Interview with Micah Solomon, author of the book Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization

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Mike Carruthers:
Excellent customer service – since it’s so rare you might not be aware of it’s 4 major elements.

Micah Solomon:
Which is a perfect product delivered by a caring person. And the third element, because things do go wrong is some kind of resolution process.
 

Micah Solomon, author of the book Exceptional Service, Exceptional Profit…

And the final element is delivered on time. A perfect product a day later is really the equivalent of a defective product.

If you’re ever the recipient of lousy service and have to talk to a customer service rep, Micah has a great sentence you can use when they tell you there’s nothing they can do.

Say, “Absolutely I totally understand that’s your policy, that makes perfect sense but you’re the expert can you figure out a way that we could get around this problem?” If you have an absolutely intransigent person and it’s a telephone situation, call right back and the odds are good you’ll get a different employee.

And if you still don’t get satisfaction the Internet has made it a lot easier to get to someone at the top of the organization.

All of us have linked in profiles, Steve Jobs is reachable online he’s sjobs@apple.com or Steve@apple.com and you won’t reach him he’s too busy but one of his hand picked team would probably get back to you – there’s a lot more transparency these days.
 

To hear the complete unedited interview, click here