Seth Godin has a Post Up discussing how all staff whose functions affect the customer experience should be involved with customer service:

Every person who does marketing, sales, product design or any other job that influences customers directly should spend at least an hour a week answering the customer service lines, using the same tools your customer service people use. Out of sight is not so good, out of mind is inexcusable.

At MyNewCompany.com we completely agree with this philosophy! We always say that “everybody works for the sales department”. All of our staff answer sales and service calls regardless of title. The only way to provide outstanding customer service is to know what your customers experience is like.

Keeping engaged with the customer experience and making your services as consistent as possible are part of the process of Automating Your Business. The Franchise Model works!!

Related posts:

1. 10 Small Business Mistakes to Avoid From Small-Biz Xpress: They undercharge They concentrate exclusively on sales They extend credit too easily They think about taxes after...
2. Customer Service Lesson from Zappos Inc.com has an article/ slideshow online about the lessons that can be learned from Zappos. Zappos is an online shoe...
3. Customer Service Skills Seth Godin has yet another great article on customer service: No, of course Sumner Redstone can’t answer every single letter...
4. Closing the Feedback Loop E-Commerce Times has an Article Posted on keeping your employees in the loop regarding customer feedback: Giving customers opportunities to...
5. Making The Personal Touch Part of Your System The E-Myth Business Blog has an Article Posted on how you can make the personal touches that grew your business...

This entry was posted on Thursday, July 16th, 2009 at 8:21 am and is filed under Small Biz Management, Small Business Marketing. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.