Mon, 21 July 2008
Gerry Gaffney interviews David Jaffe about customer service.
David talks about the "bizarre myth that the head of customer service is responsible for customer service", and the problems that arise from treating customer service as a cost centre.
He tells us that resolution, not handling time, is what matters.
David asks: Why do companies spend millions of dollars on customer research but not learn anything from the day-to-day interactions they already have?
He talks about how inappropriate measures result in the the wrong behaviour from front-line staff, and what happens when IT or Marketing departments have to take responsibility for the problems they cause?
David also tells us about how Amazon melts the "snowball" of repeat contacts.
David's very interesting book (co-authored with Bill Price) is "The Best Service is No Service" (tinyurl.com/68mtbu).
His company is Limebridge (www.limebridge.com.au)
The UK company whose customer service David praises is egg (new.egg.com)
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