If the "customer is always right," the next question is, "Why do so many customers stop doing business with companies?" The answer is, "bad service." Customers refuse to buy from companies that render unsatisfactory service and ignore their complaints. Sadly, managers usually sound the alarm and demand new customer service initiatives only after the customers have fled. Author Jeanne Bliss, a veteran chief customer service officer, tries to explain the problem and to suggest ways to correct it. She offers so many detailed trees – in the form of questionnaires, bullet points, details and checklists – that you risk losing sight of the practical forest: the motives and methods for implementing better customer service. There is valuable information here, even if it is a bit shaded. For this reason, getAbstract particularly liked her clear, helpful and revealing chapter of first-hand stories from the field of customer service.
In this summary, you will learn
- What it takes to build and maintain a quality customer service program;
- What challenges a chief customer officer faces; and
- How your company can deliver positive customer experiences.
About the Author
Jeanne Bliss has spent 25 years managing customer focus and profitability for major corporations, and was a general manager of worldwide customer and partner loyalty for a leading software company.
Comment on this summary
Contained in Knowledge Pack:
Knowledge PackCustomer RetentionBuild the best business asset of all: loyal, happy customers and keep them coming back.
Customers who read this summary also read
Nick Mehta et al.
Linda J. Popky
Shaun Smith and Andy Milligan
Kogan Page, 2015
Rare Bird Books, 2015