We have customer service teams because things can go wrong before, during or after our customer’s encounter with our offering. Usually, the fault is ours.
Customer service guru Shep Hyken recently interviewed Bill Price who was Amazon’s first Vice President of Global Customer Service. Say what you will about Amazon, they set high standards for customer service and Mr. Price is one of the reasons why.
Mr. Hyken writes that “When Price was interviewing for the job at Amazon, Bezos asked, “What’s your definition of customer service?” Apparently, Price had the right answer. He responded, ‘The best service is no service.’ The gist of it was that we should be so good that a customer would never need to call us for customer support. Bezos loved the response, and he was hired. And by the way, that answer became the title of Price’s first book. “
Spend a few minutes reviewing Mr. Hyken’s one page summary of his interview with Bill Price and absorb “Three Powerful Ideas from a former Amazon Exec.”
BTW: Mr. Hyken is one of the best speakers on customer service that I’ve heard. He combines superb, high-energy content with his prowess as an amateur magician for fun and compelling seminars and keynotes. We’ve used him at our Vistage Executive Summit. Highly recommended.
