From Lose Friends Radio comes this segment called ‘Customer service’, narrated as an excerpt from one of Jonar’s books. You can read the transcript below, or listen to the original broadcast by clicking on the green play button:
BTB_05_Customer_Service.mp3
From the Lose Friends series, here is what Jonar Nader has written about: CUSTOMER SERVICE
It is a fact of corporate life that no enterprise is in the business of ‘service’. Despite initial denials, no-one can dispute this. Corporations are not there to serve anybody. At best, they sometimes operate under clear missions — but serving people is not one of them. Motherhood statements are a dime-a-dozen. CEOs still kid themselves, espousing ‘customer-care’ or ‘customer-delight’ or ‘service excellence’. They believe that they are out to put the ‘wow’ into customer satisfaction. Well, never mind the ‘wow’, just get rid of the ‘arrrh’. What is it that customer service hinges on? The single most important element is ‘speed’. However, before an organisation decides to engage in customer service, it must treat the decision with all the due diligence that one would afford to the idea of a sex change.
For information about Jonar’s books, please visit the official website www.LoseFriends.com
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