Fanatical Service?
by Chief Alchemist a.k.a Wiley Chin - October 7, 2005 Posted: 5:08:29 PM EDT

People use words rather loosely these days.

Sometimes you get a group of people mouthing big words but are really clueless about what they are setting themselves up for.

Fanatical Service?

Beware of over-promising and under-delivering, my friends. Let's just start with real, honest, consistent customer service. Start by putting yourselves in your customers' shoes. Start with genuine empathy. I think there's more to good customer service than ignoring phone-calls, sending defensive emails or giving requests the silent treatment.

When you've fouled up, pick up the phone and apologise. Be transparent and take responsibility. Don't get hung up with big words. Don't pass the buck.

If you really don't understand customer service, please don't abuse your customers more by using big words you don't even seem to understand.

Fanatical Service?

Indeed. 

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Wiley Chin
Chief Alchemist
XiMnet Malaysia Sdn. Bhd.

An alchemist of the Internet and marketing strategies, leading the charge to put our creative and software talents into serving companies who are out to slay the global giants. Also known as Chief of Caffeine Consumption and hallucinates between projects. Yes, that accounts for his “giant slaying” stuff.

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