The Energizer

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Get To Know Your Customers By Actually Speaking To Them!!

by Eileen McDargh, Chief Energy Officer - Saturday, June 14, 2008
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The June 2008 issue of Fortune Small Business published an interesting article entitled "How To Navigate Customer Service" by Jonathan Blum. Although it focused on the technology used by Kayak.com to route customer service calls and e-mails, I found the philosophy behind the routing more interesting. Kayak.com has no customer service department.

Everyone in the company, including manager and senior leaders, answers the customer service telephones and responds to e-mail for about twenty minutes each day. The technology routes these incoming messages to the proper staff member. What a concept! Wouldn't it be impressive if every company, large or small, required their leaders to participate daily in customer service issues.

Imagine the power of INFORMED leaders who have the frontline opportunity to understand what their customers like or dislike. What a powerful way to run a business!

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Eileen McDargh Keynote Speaker Blog Author

About Eileen!

Since beginning her consulting and training practice in 1980, Eileen has become noted for her ability to speak the truth with clarity, wisdom, humor and compassion. Long-standing clients and repeat engagements attest to her commitment to make a difference in minds, hearts and spirits of organizations and individuals. She draws upon practical business know-how, life's experiences and years of consulting to major national and international organizations that have ranged from global pharmaceuticals to the US Armed Forces, from health care associations to religious institutions. Executive Excellence magazine selected her as one of the top 100 thought leaders in leadership and among the top ten consultant providers of leadership development.

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