Why customer service matters

I found this Richard Branson Note on “Why customer service matters” very inspiring. Please note particularly:

“A successful business must never lose its focus on its customers and its standards. Managers and executives need to be constantly on their guard and respond quickly to problems. Thanks to the Internet, the fallout from a badly handled complaint in London can reach the other side of the globe within seconds. When an issue turns up, a company’s response can have a big impact on its reputation and its long-term success.”

“A good first step would be to encourage everyone on your staff to take an active role in coming up with new ideas and solutions to improve your products and services. Ask your people to experiment and to offer suggestions, and make sure that they are able to do this without worrying about speaking out of turn or being embarrassed in front of their peers—they should be confident that managers will listen to what they have to say. There is no such thing as a bad idea in my book; there are just some that are harder to achieve and pay for! As a manager, I would rather have the chance to weed through those ideas than rely on the status quo.”

About Arie Goldshlager

Customer Insight, Customer Strategy, and Innovation Consultant
This entry was posted in Customer Service. Bookmark the permalink.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google photo

You are commenting using your Google account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s