Yesterday was one of those days where making food seemed like a huge task*, we had so many other things to do. So we decided to order pizza. We experienced extremely poor customer service and I will tell you why here at my blog. What people working with customer care ironically seem to forget is the need of the customers and they try to fix or serve a need that is in no need of service. I find this funny, so I need to elaborate on this today.
Postponed Dinner
I ordered pizza online with an estimated time of delivery approximately within …

I am thinking about the impact of social media and the paradigm shift this has caused in modern businesses. Traditionally brick and mortar companies have been founded upon thoroughly planning and research. A lot of established large companies are now trying to ride the social media wave. I am sitting with the impression that those that succeed with social media is the companies that either have a CEO that knows how to use it, or manage to delegate the full responsibility to people that knows how to use it.
Get rid of the plans, Social Media is the information highway
Large companies …

Once again the customer dance with the personnel at the daily ball of arguing, bargaining and haggling trying to get to an agreement once again. The frustration is enormous and the customer and the company representative are miles away from each other almost trying to produce an intergalactic conversation in their own language. A solution seems impossible and the employee feels frustrated of the customer not recognizing great customer care if it is thrown at him. The customer on the other planet it frustrated by the pebbles he is offered and feels that he is treated unfairly.

I have been working with customer care since I wandered around at my grandparents groceries store in diapers. I am born and raised in a customer oriented world. As I teenager, I avoided bad behavior, not because of my good upbringing, but if I misbehaved it might cause less customers for my mom and dad. (They took over the store from my grandparents). I have been working with customers all my life, and my wife claims that I have a twisted perspective on customer care. Well I do get annoyed at bad customer care, and I do become happy …

As an employee at a company you have certain tasks, certain rules and routines to follow. If you complete your tasks according to your job specifications you are doing a good job. One thing people tend to forget in all the havoc is the customer. The customer is the only reason that you have this job in the first place.

I am proud to say that I work at the best call center in Norway. I am currently attending the Call Center Days 2009 conference here in Oslo. The entire industry is gathered here to learn and inspire each other at a two day conference. We got some great speaker here like Lior Arussy – His speech was very inspiring and interesting, and we have also seen some great Norwegian speakers as well. But we were in for our greatest surprise during dinner. The award ceremony was held and winners in nine different business areas where announced. Whereas the winner …