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May 1
Customer Service Starts with CEOs
Seth Godin is talking about enabling front line staff when confronted by policies that don't work.  He suggested having a form that staff and the customer can use to write up the policy, explain why it doesn't work, and then send it to the CEO.  I think it is a great idea, and if I ran a company with more than a handful of people I'd implement something like that.

The problem is, I'm cynical about the nature of CEOs.  I know there are a few good ones out there.  CEOs who are open to change and aware that their employees are important assets.  There are also many CEOs who see employees and even customers as expendable.  Their companies chug right along anyway.

I'm treading on my sister-blogger, Maria Palma's area of expertise here, but I wish more people would take the anger they experience with bad customer policies and actually write to the CEO.  Maybe what we need is a feedback form than can be easily filled in online and printable so we can send it out.  Maybe even a directory of contact info, so that locating the address for the company's CEO would be easier.




5 Comments/Trackbacks




If they don't do it then this might happen.

http://www.youtube.com/watch?v=1J6wbIOdcTo&search=complaints

» Carnival Cruise Complaint from ItsBadBusiness
From time to time, we will post complaints from consumers about various companies. Today's complaint is about a Carnival Cruise trip. Thanks to Chartreuse for the tip to the Youtube clip. Customers are talking about you.  Are you going to... [Read More]

or this. Consumer vandalism.

That's a good idea about having a printable form to fill in and send to the CEO.

After watching the video that Tim Stay shared with us, I think I'll write the Apple CEO and tell him my thoughts...

Thanks!

I am a CEO of a state wide Texas mobile notary and Texas loan signing agent company, I couldn't agree and STRESS enough customer service comes from the top. I am obsessed with world class customer service to all my customers and prospects. Seth knows his stuff and has a proven track record of success.

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