No Service is Better than Stupid Service - CNBC Expert Comments
"They probably won't miss these folks," according to Dr. Gary S. Goodman, President of Customersatisfaction.com and best-selling author of 12 books, including MONITORING, MEASURING & MANAGING CUSTOMER SERVICE.
In an onscreen "debate" on CNBC during the program, "Power Lunch," Goodman said it is the mark of sound management to scale back on staff when they're not achieving, and most service personnel haven't been managed for results.
Substituting lower paid people for those that are more experienced is not inherently problematic, says Goodman, who defines excellence in management as "Getting extraordinary results from ordinary people," apparently Circuit City's intention as well as that of other organizations that are trying to boost profits.
Goodman did point out it is critical to train all people in service skills so they know how to make customers "thank them profusely, sing their praises, and recommit their business," which is explicitly pledging to come back time and again.
These three outcomes comprise the signature of customer satisfaction, according to the President of Customersatisfaction.com, and long time consultant to the Fortune 1000.
"Sales work is goal oriented," he says, and "Service work should be focused just as much, while being monitored, measured, and managed for results."
Most service training, according to Goodman is misguided, muddled, vague, and sappy.
Goodman is a frequent guest on radio and TV internationally, and is quoted in prominent publications such as Business Week and The Wall Street Journal.
Related Tags: crm, sales training, negotiation, customer service speaker, keynote, telephone, customer service training
Dr. Gary S. Goodman is the best-selling author of 12 books and more than a thousand articles. His seminars and training programs are sponsored internationally and he is a top-rated faculty member at more than 40 universities. Dynamic, experienced, and lots of fun, Gary brings more than two decades of solid management and consulting experience to the table, along with the best academic preparation and credentials in the speaking and training industry. Holder of five degrees, including a Ph.D. from the Annenberg School For Communication at USC, an MBA from the Peter F. Drucker School of Management, and a law degree from Loyola, his clients include several Fortune 1000 companies along with successful family owned and operated firms across America. Much more than a "talking head," Gary is a top mind that you?ll enjoy working with and putting to use. He can be reached at: gary@customersatisfaction.com
Your Article Search Directory : Find in ArticlesRecent articles in this category:
- How To Make A Complaint About An Estate Agent
While many estate agents are honest, hard working and will provide an excellent service when it come - Learning How To Build Your Website Through Online Web Builders
Web hosting is being offered by a lot of companies nowadays. Because of this, an average person with - Meet Your Merchant Prccessor
Getting to know your High Risk Credit Card Processing better. By educating yourself on the process o - What Do Customers Really Want?
Do you run a business that relies on loyal customers? If so, then you will undoubtedly have steered - Way To Save Money On When You Move Your Home
Everybody wants to save money on each deal of spending money be it small expenditure area or big. Ho - Is It Practical To Dwell And Wander Full-time In A Camper?
Full time wandering in an rv is largely unknown style of living I happened across about a year befor - Make Checklist For Your Moving - Have Hassle-free Experience
Moving into your dream home is really an exciting experience but the process of move is nobody's dre - Tag Heuer Look To The Future Whilst Celebrating Their Past
For any top watchmaker, a major anniversary is a time to look back through its history, relive its t - Good Tips For Home Shifting
Moving or relocating from one place to another can be how stressful and chaotic I known well. We mov - Beat The Breakdown Blues!
More often than not, car problems occur at an inconvenient place at a more inconvenient time. There
Most viewed articles in this category:
- How The Humble Telephone Will Build Your Business
So, we're heading for tough times! Why? Because if we are told something often enough (by opposition - Take Your Customer Service Dept From 'Cost Saving & Cost Reduction' To High Profit & Business Growth
The more communication I have with people involved in telephone service and sales, such as Contact/C - Creative Ideas for Customer Waiting Rooms
Customer waiting rooms are the doorway to your business. Over recent years an effort has been made t - Customer Service - More Than 100 Surefire Ways to Lose Your Customers
Some people are saying that customer service is the pits these days with surly sales people leading - Have A Nice Day
Service sure does come with a smile, but sometimes with a great deal of understanding.Recently, look - Monitor, Measure and Manage Your Arbitrary Customer Service Reps
I walked into Ikea for the third time in two days, not to shop but to return a non-matching wood ott - Building Customer Loyalty: Make Your Customers Come Back
One of the toughest parts of running a small business is building customer loyalty. Unlike big compa - One Thing That Will Turn Customers Into Advocates And Build Long Term Loyalty
Let's be perfectly honest - there is an awful lot of hype and hoopla being delivered about customer - Customer Complaint - A Complete Job Review
As like any other person who works in a customer service job, I surely get to see my fair share of c - Calming "Customonsters" and Other High-Maintenance Customers
Calming "Customonsters" and Other High-Maintenance Customers Who Want What They Want When They Want