Skip to content

Eric Friedman

  • Home
  • Fractional COO & Coaching
  • About

Contact your own customer service system

January 24, 2016 by Eric Friedman

Things get done when the people who can affect change experience pain. What I mean by that the people that are most able to fix problems are the people in an organization who probably have no idea that it is happening. Therefore I believe every Founder or CEO should contact their customer service centers, as if they were a customer, immediately.

call-us-1049266_640I recognize that a call to have CEOs dial their support lines may not happen by the likes of the Fortune 500, but my hope that one person who reads this will go through their support channels today and make improvements.

Almost all call centers can be improved but the metrics, dashboards, anecdotes and discussions in conference rooms are blocking progress. If a company leader spends time on the first point of contact, or perhaps the point where a customer is most in need, they will find a place to spend cycles that will help their business. There is so much energy spent on all the customer touch points; phone, email, txt, live chats, and more – but it feels most are spread too thin.

You don’t have to look far to find companies with customer services woes. Comcast and Time Warner are notorious for having bad customer service. The first line of defense here is the phone support system. This is a power law in action that is not being fixed. If they spent cycles on the single point of contact people hate the most, would it have halo affects on the rest of the business? My answer is yes.

I have a had my fair share of customer service woes and I am usually pretty good at solving them. So much so that people that know this about me get me involved when they can’t make progress. It’s not always just about “talking to a supervisor” but goes into how you communicate and why.  I believe in the halo affect that a good product or a good customer interaction can have and this feels like an easy way to make customers happy.

So whether its by phone, email, livechat, or other means – contact your customer service team to see what the experience is like.  If its perfect that you can scratch one more thing off your todo list 🙂

Related

Post navigation

Previous Post:

Goal setting and tracking

Next Post:

The Right Time + The Right Team + The Right Technology

Search

Subscribe via email

Recent Posts

  • Tapestry.so – No code project breakdown of time, costs, and a guide for others
  • What does this make possible?
  • Tapestry – Weaving Stronger Co-Founder Partnerships
  • SOS Shiny Object Syndrome
  • 2021 Predictions

Top Posts

  • Aberrant Geniuses (aka jerks)
    Aberrant Geniuses (aka jerks)
  • Tapestry.so - No code project breakdown of time, costs, and a guide for others
    Tapestry.so - No code project breakdown of time, costs, and a guide for others
  • 3 Wide 3 Deep
    3 Wide 3 Deep
  • Domain Discrimination
    Domain Discrimination
  • An Advisor Equity and Advisor Pool Breakdown
    An Advisor Equity and Advisor Pool Breakdown
  • NNTR (No Need To Respond)
    NNTR (No Need To Respond)
  • The F*ck It Fund
    The F*ck It Fund
  • Financial modeling for early stage startups
    Financial modeling for early stage startups

Follow me on Twitter

My Tweets

Projects

  • Building The Machine
  • DoBlu.com
  • Eat.ly
  • Multiplayergames.com
Thoughts from Eric Friedman