It’s a cookbook! Yes, I’m very funny. In all seriousness, though, the cookbook metaphor turns out to work really well here. There are hundreds, maybe thousands, of resources out there offering tips on how to give great customer service, and there are also some really good high-level customer experience resources. There is a lot less information about how to take all that information (the ingredients, if you will) and use it to create a customer care experience that not only satisfies your customer but benefits your company.
To Serve Customers will give you the recipes you need to combine the ingredients that are already out there into an amazing gourmet customer experience. (Okay, so maybe the recipe metaphor only works for so long. I promise I’ll try not to overdo it.) The focus of this blog will be on building and effectively utilizing in-house support teams, though I may occasionally touch on best practices for integrating call center services. To start out, at least, I’ll be throwing up content pretty free-form, writing about whatever sounds appetizing to me as I go. If you have any requests or suggestions, please don’t hesitate to send them my way — you can leave a comment on an article or use the fancy form here to get in touch. And if you’re wondering why the heck you should listen to me about how to best serve your customers, you can read a little more about me here.