Aug 272007

Customer Service Lessons From The Heart

Nice post from Mike Wagner on the perspective on customer service he gained from time in a cardiac rehab unit.

Being a patient in a hospital was unfamiliar and more than just a little scary, but considering the circumstances, a great brand experience. The customer service staff (doctors, nurses, and medical support personnel) were engaged in their work and owned the outcomes...

Mike's conclusions:

* Customers don’t care about your problems.
* Customers don’t understand quality.
* Customers need you to manage their experience.

Full post, worth a read


2 Responses to "Customer Service Lessons From The Heart"
Alex says:
Quite interesting. Thanks for sharing.
Mike Wagner says:
Thank you for picking up on my post about customer service. Very encouraging. And good to learn from your blog while discovering Rimm-Kaufman Group. Thanks...and keep creating, Mike

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