Comments on: On Service: The Need for Speed http://www.freshbooks.com/blog/2007/04/03/on-service-the-need-for-speed/ A blog about our thoughts on entrepreneurship, teamwork, our services, the Web and anything we find interesting. Sat, 21 Nov 2009 07:27:46 -0500 http://wordpress.org/?v=2.8.4 hourly 1 By: On Service: The Power of Empathy http://www.freshbooks.com/blog/2007/04/03/on-service-the-need-for-speed/comment-page-1/#comment-39732 On Service: The Power of Empathy Tue, 24 Apr 2007 14:41:25 +0000 http://www.freshbooks.com/blog/2007/04/03/on-service-the-need-for-speed/#comment-39732 [...] post is a second in a series we are calling “On Service” where we will be sharing some lessons we have learned over the past few [...] [...] post is a second in a series we are calling “On Service” where we will be sharing some lessons we have learned over the past few [...]

]]> By: Daniel Tsang http://www.freshbooks.com/blog/2007/04/03/on-service-the-need-for-speed/comment-page-1/#comment-37108 Daniel Tsang Wed, 04 Apr 2007 14:33:04 +0000 http://www.freshbooks.com/blog/2007/04/03/on-service-the-need-for-speed/#comment-37108 Hi Jason, Yes good point, the custom support representative was very helpful but was indeed prevented by company policy rather then their unwillingness to help. This could also be caused by the company cutting funding to customer support which resulted in daily backlogs of requests for complete instruction manuals. However, it seems unlikely that would be the case, as I have purchased dozens of IKEA related products and I have never received a product with an incomplete manual. It seems unlikely that they receive multiple requests for complete manuals every day which makes me question their company policy. Thanks for commenting Jason. Cheers, -Daniel T Hi Jason,

Yes good point, the custom support representative was very helpful but was indeed prevented by company policy rather then their unwillingness to help.

This could also be caused by the company cutting funding to customer support which resulted in daily backlogs of requests for complete instruction manuals. However, it seems unlikely that would be the case, as I have purchased dozens of IKEA related products and I have never received a product with an incomplete manual. It seems unlikely that they receive multiple requests for complete manuals every day which makes me question their company policy.

Thanks for commenting Jason.

Cheers,

-Daniel T

]]> By: Jason Moore http://www.freshbooks.com/blog/2007/04/03/on-service-the-need-for-speed/comment-page-1/#comment-37037 Jason Moore Tue, 03 Apr 2007 22:17:18 +0000 http://www.freshbooks.com/blog/2007/04/03/on-service-the-need-for-speed/#comment-37037 Good post. This is a great example of customer service vs. client fulfillment. Being polite, trying to help, actively listening, and generally caring about the customer are all traits of good/great customer service. The key to great client fulfillment is whether or not the company/organization has empowered their front line customer service reps to take it a step further and ensure that the client's entire experience is a positive one. The IKEA rep's hands were tied by the company's process regardless of their willingness to help. http://www.blog.bigwebapps.com/bigpicture/2007/03/am_i_really_hel.html Good post. This is a great example of customer service vs. client fulfillment. Being polite, trying to help, actively listening, and generally caring about the customer are all traits of good/great customer service. The key to great client fulfillment is whether or not the company/organization has empowered their front line customer service reps to take it a step further and ensure that the client’s entire experience is a positive one.

The IKEA rep’s hands were tied by the company’s process regardless of their willingness to help.

http://www.blog.bigwebapps.com/bigpicture/2007/03/am_i_really_hel.html

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