(…) The customer who seeks out your help isn’t often looking to deplete your bank account. He is usually seeking validation, support and a path to feeling the way he felt before you let him down.
The best measurement of customer support is whether, after the interaction, the customer would recommend you to a friend. Time on the line, refunds given or the facts of the case are irrelevant. The feelings are all that matter, and changing feelings takes humanity and connection, not cash.” – Seth Godin
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1 reply on “what customer support is all about”
I love this quote! I have spent a good bit of my life dealing with the public, and this is a radically different way of looking at customer service than most people start out with, I’m afraid. I think this would be great to use in training; it shows that customer service is not just a question & answer transaction.