This isn’t related to customer service as strictly as most of the other posts here on Service Untitled, but as I was typing this up, I figured I’d post it here because some folks might get some value out of it.
Like many people, I have a lot of respect for Steve Jobs and what he accomplished. I pre-ordered his biography as soon as it was announced and have read a lot about him and talked to people who have worked for him. When I saw this post on the Harvard Business Review blog, I liked that it summarized some of the more applicable leadership lessons and wanted to write some of them down.
Here’s my summary of the summary of what leadership lessons people can...
This is the second of a four part interview with Rob Siefker, the Director of the Customer Loyatly Team at Zappos. In this part of the interview, Rob talks more about the service metrics that Zappos tracks, how the company empowers its Customer Loyalty Team Members (and has avoided bureaucracy), how escalations to managers work at the company, how the Zappos compensates its employees, and the extensive continuing education programs employees have access to at Zappos and how they work.
As service professionals, we all understand the commitment and effort needed to acquire new and retain our existing customers. But what about the customer who has decided to leave? What do we typically do for them?
This is the fourth and final part of my interview with Doria Camaraza, the Senior Vice President and General Manager of Fort Lauderdale Service Center for American Express. In this part, Doria talks more about the American Express culture, share some things are unique to American Express call centers, talks about how American Express engages with social media and gathers customer feedback, and finally, how she interacts with customers personally.
This is part three of a four part interview with Doria Camaraza, the Senior Vice President and General Manager of Fort Lauderdale Service Center for American Express.
