Where Do You See Customer Service Going This Year (Customer Empowerment) Never ending customer service interviews

Customer empowerment comes ONLY from coordinated unified efforts, which is way it just “ain’t happening”. Where Do You See Customer Service Going This Year (Customer Empowerment) Q: There’s been so much talk about how social media is changing customer service, and in particular a number…

The Three Different Worlds of Customer Service Perceptions – The Twain Shall Never Meet

The Three Different Worlds of Customer Service Perceptions – The Twain Shall Never Meet – Never Ending Customer Service Interview Q: When I read online accounts of both poor and good customer service, I’m amazed at the diversity of views. It’s almost like people come…

Will taxpayers be willing to pay more to get better service from government?

Government customer service shouldn’t be like that in the private sector, unless you want higher taxes. Will taxpayers be willing to pay more to get better service from government? Q: In our previous interview on Obama’s new customer service initiative, you were rather pessimistic about…

The Challenges Government Faces in Delivering Customer Service – Never Ending Customer Svce Interviews

Governments should NOT pretend that the citizenry is their customer base. The Challenges Government Faces in Delivering Customer Service Q: Recently, you participated in an online chat on how governments can improve customer service to citizenry. First question, is customer service an impossibility where government…

How Can You Serve Your Customers “Where They Are” On Social Media, When They Are Everywhere?

When customers can be anywhere on the Internet, it makes no sense to “serve them where they are”, and it’s costly and wasteful. How Can You Serve Your Customers “Where They Are” On Social Media, When They Are Everywhere? Q: One of the exhortations I…

Why Blaming Doesn’t Work To Improve Customer Service – Never Ending Customer Service Interviews

Profound Difference Between Blaming, and Holding People Accountable For Mistakes Why Blaming Doesn’t Work To Improve Customer Service Q: I’ve seen your articles on eliminating blaming in the workplace, and I wonder whether that’s important if the goal is to improve customer service? Robert: Sadly,…

Obama’s Call For Improved Government Customer Service – A Fool’s Quest

Improving Customer Service For Government Q: Recently President Obama announced an initiative to improve the customer service offered to the taxpayers and citizens of the USA and asked that government departments submit their plans to achieve that end. What’s your take on it? Robert: On…