Recommended Reading for Managers at Microsoft

2. Put the customer in control. The best kind of customer service happens when management enables employees to put the customer in control. This require two leaps of faith: first, that management trusts customers not take advantage of the situation; second, that management trust employees with this empowerment. If you can make these leaps, then the quality of your customer service will zoom; if not, there is nothing more frustrating than companies copping the attitude that something is “against company policy.”

Bona tempora volvantur--by Guy Kawasaki: The Art of Customer Service.

The whole post is good stuff, but I’ve found at Microsoft this one is key. 

Comments (1)
  1. ameet says:

    It is very critical and sorely lacking in a lot of software products. Unfortunately for the customers, the customer does not matter either to the management or the developers. Typically it’s the hardware that gets blamed for the problems.

    Any trust is susceptible to abuse (maybe 10% of all customers) but as long as the company plans for this, they will have a whole bunch of happy customers.

    Empowerment is another way that the customer focused culture can flow throughout the organization and make it successful.

    – Ameet

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