In the Software business at IBM, some customers would expect Support to handle every issue they had, especially when they were paying for a support contract. Sometimes, the customer’s support request went beyond normal ‘Defect’ or ‘How To’ support. Customers wanted the product to have features that were not available in the product or needed training to use the product effectively.

When I first started out in Quality and Customer Satisfaction many years ago, I went to a course run by the Achieve Group. At that time, I was introduced to the ideas in a book called Firing on All Cylinders by Jim Clemmer. The book itself sold over 100,000 copies. It was my first formal grounding in customer satisfaction training. The author, Jim Clemmer, has recorded excerpts from the book and they are now available, free, in a monthly podcast. Check out the topics and link to the training.

Social Media is changing the customer service discipline in many ways. We are now seeing the emergence of Certification courses to ensure customer service personnel have the right skills to engage in Social Media activities on behalf of their organization. There is an implied assumption that the organizations has a strategy and policies to deal with social media. Those policies needs to be communicated as well.

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