Customer Service in a Self Serve World

I don’t know what it is. But this is definitely becoming a self service world. Maybe we are in too much of a rush to be helped by someone else. Maybe its a way for the vendor to cut costs. But I do know that for the most part, it does not enhance the customer experience. I recently went through a TSA checkpoint at Boston Logan airport. When I commented to the TSA person that the bins were in the wrong place and thus holding up the line he responded, "We just do the screenings, if you want to get through the checkpoint, you have to HUSTLE yourself". I was stunned. What hurts customer service is the lack of responsibility that many employees take to their staff. Not my job is a frequent reply. But the good customer service organization realizes that every job  that faces the customer is all of our resonsibilities.

About the Author:

Barry Moltz gets business owners unstuck by unlocking their long forgotten potential. With decades of entrepreneurial experience in his own business ventures, he has discovered the formula to get stuck business owners and increasing their sales. Barry has founded and run small businesses with a great deal of success and failure for more than 20 years. After successfully selling his last operating business, Barry founded an angel investor group, an angel fund, and is a former advisory member of the board of the Angel Capital Education Foundation. His first book, “You Need to Be A Little Crazy: The Truth about Starting and Growing Your Business” describes the ups and downs and emotional trials of running a business. His second book, “Bounce! Failure, Resiliency and the Confidence to Achieve Your Next Great Success”, shows what it takes to come back and develop true business confidence. His third book, “BAM! Delivering Customer Service in a Self-Service World” shows how customer service is the new marketing. His fourth book, “Small Town Rules: How Small Business and Big Brands can Profit in a Connected Economy” shows how when every customer can talk to every other customer, it’s like living in a small town: Your reputation is everything! His fifth book, “How to Get Unstuck: 25 Ways to Get Your Business Growing Again” helps every small business owners move their company to the next level. Barry is a nationally recognized speaker on small business who has given hundreds of presentations to audiences ranging in size from 20 to 20,000. As a member of the Entrepreneurship Hall of Fame, he has appeared on many TV and radio programs such as CNBC’s The Big Idea, and MSNBC’s Your Business. He hosts his own radio show on AM560, and writes for American Express and Forbes.

One Comment

  1. Mike Maddaloni March 22, 2007 at 11:17 am

    Anytime you put “TSA” and “Boston” in the same sentence, don’t expect much! And that is coming from a native of the Bay State. On return trips to Boston, it is appalling the condition of the security checkpoint, especially at terminal C. As I fly AirTran, it’s not as bad. They put more money in landscaping under offramps than giving the TSA room to work – no wonder they are cranky!


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