An Alternative View Of Customer Service | January 13th, 2008
A nice example of giving the people what they want from This American Life - by that I mean abusing drunk people who aren’t exactly the friendliest customers in the world. Be warned this is totally NSFW!
The thing that makes this clip the most insightful isn’t that the owners figured out how to amp up their business by allowing employees to curse. The more interesting part was that with a small shift in the social contract you get people to dive deep into their primordial selves and connect with their basest nature.
Of course on the other hand you could be an upstanding, straight laced professional industry - and still secretly hate your customers. Airlines Fight Passenger Rights
January 14th, 2008 at 9:54 am (subscribed to comments)
Thanks for that link. Though I’m not sure I’d endorse cursing as a customer service policy, I had fun with that post. Here is a more serious one about customer service as it related to public relations, my field: http://toughsledding.wordpress.com/2007/10/23/auditing-prs-weakest-link-the-public-interface/