Great Customer Service Starts at the Top

28 juillet 2010
Affiché par : jgourley

Richard Branson

Founder of the Virgin Group

(The Virgin Group)

Jul 27, 2010 -

I have always liked Sam Cooke's old hit song, "Chain Gang." It really comes in handy when I'm talking about customer service.

That's because delivering good customer service requires that a frontline worker receives supportive assistance from an entire network of co-workers — in effect, a chain reaction of teamwork, one that is consistent from beginning to end. And when it comes to helping a customer, the chain of assistance is only as strong as its weakest link.

I love hearing reports of good care, especially when they're shared by a Virgin customer. But no matter what the source, there's usually a lesson to be learned.

Just to prove that I'm not always bashing our competitor, British Airways, I'll tell a consummate customer story that involves that other British airline:

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