How do you recover from a bad attitude in customer service?

Ask Dave Taylor, as his site says, Dave is an industry guru who is willing to answer questions about a wide variety of technical topics. He’s not the only professional who is giving service away.

As the New York Times reports, volunteers from a company’s community are helping Verizon wireless customers for free. By the looks of it, it seems that many companies, from startup to VCs and large are taking this new tactic all the way to the bank.

People love being helpful and there isn’t always time to meet new people by going to networking events. The businesses that can help lower the barriers to entry to make conversations among customers happen, win. This is especially true and relatively easy to do online.

What if customers were the service? seems to be playing into the reality of business today - fewer company resources allocated to helping customers and those resources being stretched and sometimes showing a bad attitude.

It looks like recovering from a bad attitude involves people other than company employees to take care of business. It may come down to flexibility.

Taylor himself asks the question of American cellphone carriers in one of his posts "If the cell phone world is so perfect in Japan, why is it so fundamentally flawed here in the States? Why is it so rigid, straight forward and uncompromising? Why as consumers haven't we demanded the flexibility that the Japanese cell phone industry exudes?"

Volunteers may help companies bridge to new models but they’re not off the hook quite yet. To recover from a bad attitude in customer service, companies will need to actually relearn to embrace their customers.

Valeria Maltoni | Conversation Agent
www.conversationagent.com
http://Twitter.com/ConversationAge

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4 Comments

  • Valeria Maltoni

    What's interesting is that in the industrial age, polished and anonymous or faceless worked - or at least that was the perception. Keep the average person off the front gate, kind of thinking. Thank you for the link to the post at Linkcrafter.

  • Mawuna Koutonin

    We are all subject to a bad new and all kind of vulnerabilities. But, People who don’t hide their vulnerabilities and display responsibility to address them quickly and learning from these vulnerabilities are always the Winners. They are the heroes in the movies and in the real life. They are Likable and we like them. But, The indestructible guy, the invulnerable business man don’t sound real. They don’t resemble the rest of us.
    There is a GReat Article here about HOw to "Exploit Your Vulnerabilities to Boost Your Marketing" ---> http://bit.ly/VT5t1