Your most unhappy customers are your greatest source of learning.
A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him.
If you do build a great experience, customers tell each other about that. Word of mouth is very powerful.
If you don't genuinely like your customers, chances are they won't buy.
While it is true that we must seek value added industries like food processing plants and call center operations, we must do what is necessary to expand and develop our economic profile.
Zappos uses call center technology to track average call time per agent. But the goal isn't to reduce this average - it's more important that we make an emotional connection with the customer, rather than just quickly getting them off the phone.
Love? I need a lot of love." Of course you do. Everyone does. It's funny that we never say it. It's OK to scream, 'I'm starving' in public if you are hungry; it's OK to make a fuss and say, 'I'm so sleepy', if you are tired; but somehow we cannot say, 'I need some more love.' Why can't we say it? It's just as basic a need." - ONE NIGHT @ THE CALL CENTER Chapter 36 pages 293-4
...but I guess it's better for people to shut up rather than rather than say something nasty. -ONE NIGHT @ THE CALL CENTER Chapter 1 page 22
To be sure, India has achieved enviable success in business services, like the glistening call centers in Bangalore and elsewhere. But in the global jousting for manufacturing jobs, India does not get its share.
One of the early tip-offs to me about the enormous changes that were going on with being in a Bangalore house, home, where the young woman from a nearby village, who had been hired to baby sit newborn twins, suddenly said after two weeks of work: 'I'm sorry, this is too much work, I'm going to try applying for call center jobs. The pay is better.'
Customer service, they say, is dead. Actually, it isn't. It's just hiding behind a call center in Manila.
or simply:
