Yesterday, I was reading an interview of co-founder of Kayak. This is what fascinated me most.
Customers are a big source of my e-mails. Anytime anyone contacts us with a question, whether it's by e-mail or telephone, they get a personal reply. The engineers and I handle customer support. When I tell people that, they look at me like I'm smoking crack. They say, "Why would you pay an engineer $150,000 to answer phones when you could pay someone in Arizona $8 an hour?" If you make the engineers answer e-mails and phone calls from the customers, the second or third time they get the same question, they'll actually stop what they're doing and fix the code. Then we don't have those questions anymore.
This is so easy and sooo coooolll.
Tackling the hassles around system and process issues is something which is so often voiced everywhere included on this blog. Being sucked into the whirlwind of processes and systems is the reason behind most dissatisfied customers.
Asking the one who are building processes, systems to attend customer calls, is nothing short of some-kind-of-wonder. In case problem is recurring, they will sit down and nail the problem so that they do not need to answer same problem over and over again. This is so non-sarkari thing to do. Anybody will love to see more such attitude from organizations.
by Ramesh , on February 6, 2010 9:02 PM
Really cool idea.