CS Has an Arch Nemesis?

[Saydrah]

No, not PFB.

Look here!

http://customersrock.wordpress.com/



Actually, it seems fairly reasonable from what I can see, and is more directed toward management than, say, the Consumerist perspective of highlighting customer complaints about a single interaction. But the name... it's our arch-nemesis!!!

(Note: So the mods don't have to say it-- don't go bother them, just look and be amused.)

[Aethian]

Wait so since we were first does that mean we're the superhero?

[bcarroll7]

Thanks for highlighting my blog, Customers Rock! I have been on both sides of the fence, working with customer service as well as being a consumer (of course).

Glad you think my blog is reasonable. It is targeted at management in marketing and customer service and is meant to highlight good customer experiences and companies who do it well. We all need more good examples, right?

I don't encourage rants from my readers (although a few have been left in comments on occasion), and I don't rant on the blog.

Thanks again for checking it out! And I hope I am not your "arch nemesis", just someone trying to help companies do a better job (which includes treating their employees well!).

[BookstoreEscapee]

Thanks for highlighting my blog, Customers Rock! I have been on both sides of the fence, working with customer service as well as being a consumer (of course).

Oh, no! They're infiltrating us!!!!

(Just kiddin'! )

[marasbaras]

It's very well-written. And, yes very reasonable.

(for quick background, I'm ex-technical manager, ex-business owner, now semi-retired)

In all honesty, one thing that would help many managers is that if they grew a spine. Many front line managers are willing to simply break corporate policy because a customer or two are willing to make a scene. As any parent knows, this only encourages said behavior.

Perhaps a nice series on this and the detrimental affects it has on businesses would be in order. I know for a fact (from reading this site) that it has a negative effect on employee morale. It also annoys other customers. Good customers who are following policy, following the rules, are implicitly punished because they don't get the benefits of said managers lack of spine.

[Broomjockey]

Wait so since we were first does that mean we're the superhero?

Actually, usually the villian comes first/at the same time.

[powerboy]

Actually, usually the villian comes first/at the same time.

Fine be a villian, but CS.com is the Superhero

[bcarroll7]

Quoth marasbaras: ...one thing that would help many managers is if they grew a spine.

Good idea for a post, marasbaras. Who from CS wants to be part of working with me to contribute to it (in a positive light, of course)?

[marasbaras]

Off the top of my head, I'd suggest Ree or Geek King ... both of them often have good, level-headed advice. I know there are others, but it's 1:20am right now and my brain is toast.

[crazylegs]

Off the top of my head, I'd suggest Ree or Geek King ... both of them often have good, level-headed advice.

I would probably politely suggest Ree is a little busy at the mo.

Customersruinmylife tends to be rather grounded, and might be worth a shout, and GingerBiscuit has managerial experience as well.

[Saydrah]

Looks like Eben has a spine: http://www.customerssuck.com/board/s...ad.php?t=30747

[marasbaras]

An active manager with a spine and a sense of humor ... Eben sounds like a good candidate.

And, yes, sorry about suggesting Ree.

[bcarroll7]

Whichever is available to contribute, please contact me via my blog; thanks!