Comments on: Busting 20 Customer Service Myths: Review of BAM http://smallbiztrends.com/2009/11/busting-20-customer-service-myths-review-of-bam.html Exploring the trends driving small business Sat, 26 May 2012 03:53:55 +0000 hourly 1 http://wordpress.org/?v= By: Colin Hall http://smallbiztrends.com/2009/11/busting-20-customer-service-myths-review-of-bam.html#comment-767414 Colin Hall Thu, 08 Jul 2010 11:53:23 +0000 http://smallbiztrends.com/?p=23135#comment-767414 We stopped calling it Customer Service a long time ago, it was renamed Customer Satisfaction and I think this is an easier term for staff to understand. If you let your staff know that customer satisfaction is your goal they will understand immediately, to tell someone to go and provide good customer service is too wishy washy and subjective. The classic case would be of the customer who just wants to browse and hates being bothered by shop staff. If you send a staff member into that situation you have lost before you start. We make sure that every customer gets a level of service that leaves them feeling satisfied (i.e. find out what they need and provide it for them). We stopped calling it Customer Service a long time ago, it was renamed Customer Satisfaction and I think this is an easier term for staff to understand. If you let your staff know that customer satisfaction is your goal they will understand immediately, to tell someone to go and provide good customer service is too wishy washy and subjective.

The classic case would be of the customer who just wants to browse and hates being bothered by shop staff. If you send a staff member into that situation you have lost before you start. We make sure that every customer gets a level of service that leaves them feeling satisfied (i.e. find out what they need and provide it for them).

]]> By: Barry Moltz http://smallbiztrends.com/2009/11/busting-20-customer-service-myths-review-of-bam.html#comment-683723 Barry Moltz Sun, 29 Nov 2009 15:07:21 +0000 http://smallbiztrends.com/?p=23135#comment-683723 @Joel- thanks for the callout..great to meet you too. @Anita- I am glad that customer service is making a comeback with the recession and social media! It is the only sustainable competitive advantage! @Joel- thanks for the callout..great to meet you too. @Anita- I am glad that customer service is making a comeback with the recession and social media! It is the only sustainable competitive advantage!

]]> By: Joel Libava http://smallbiztrends.com/2009/11/busting-20-customer-service-myths-review-of-bam.html#comment-683636 Joel Libava Sat, 28 Nov 2009 18:22:53 +0000 http://smallbiztrends.com/?p=23135#comment-683636 Anita, Thank you for that great book review. I met Barry in Vegas at BlogWorld last month, and found him to be engaged, and enthusiastic. This is a book that I would not immediately be attracted to either, but it sounds like it's a possible must-read for any business owner. The Franchise King Joel Libava Anita,

Thank you for that great book review. I met Barry in Vegas at BlogWorld last month, and found him to be engaged, and enthusiastic.

This is a book that I would not immediately be attracted to either, but it sounds like it’s a possible must-read for any business owner.

The Franchise King
Joel Libava

]]> By: Martin Lindeskog http://smallbiztrends.com/2009/11/busting-20-customer-service-myths-review-of-bam.html#comment-683614 Martin Lindeskog Sat, 28 Nov 2009 16:59:17 +0000 http://smallbiztrends.com/?p=23135#comment-683614 I am glad to hear that someone is daring to say that "the Customer is NOT Always Right." ;) Another book to add to the reading list. I will follow Tim Sander's advice on collecting a book library... More about this later... ;) I am glad to hear that someone is daring to say that “the Customer is NOT Always Right.” ;) Another book to add to the reading list. I will follow Tim Sander’s advice on collecting a book library… More about this later… ;)

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