Joseph Jaffe: The Customer Service Manifesto

The Customer Service Manifesto

Creator: Joseph Jaffe is Chief Interruptor of Powered and the author of three books, including Join the Conversation and Flip The Funnel.

Purpose: Customer Service has become “…one of the most mission critical components that can make or break a business. The Manifesto for Customer Service documents this sea change, introduces 10 new rules of customer service and introduces a key hypothesis namely that customer service needs to be elevated to the front office…” (from the manifesto, p2)

Manifesto – Ten New Rules of Customer Service

(key points only)

  1. Customer service doesn’t end at 5pm on Friday.
  2. Move from ‘everything communicates’ to ‘everyone communicates’.
  3. All customers are equal, but some are more equal than others.
  4. Customer service is not only about solving problems.
  5. Customer service lives ‘in the now’.
  6. Customer service can be a revenue generator.
  7. Customer service lives in the public domain.
  8. Customer service needs a memory.
  9. Customer service needs to be proactive and anticipatory.
  10. Customer service is alive.

Source

Download the complete Manifesto: http://changethis.com/manifesto/show/68.06.ServiceManifesto

Author’s Blog: http://www.jaffejuice.com

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