leadership in customer service

source
thought on leadership : leadership in customer service
youtube
from http://www.youtube.com/watch?v=zBWweHfr1Do

summary
The main idea of this lecture is importance of customer service and leader's role to create good customer service.
The speaker state customer service play important role as front line of the company. he gives an example of his own. when he had a problem that he leaved his key in his car, he visit customer service center. However, no employee ask him what does he want and nobody is allowed to make decision except manager. As a result, a process to solve the problem become so complicated, and his impression of the company leaved bad for a long time. he emphasize customer service so important that when front line person lie whoe company can be regarded liar.
Furthermore, the speaker argue that leader's role is setting a good example to fulfill what customers really want. (I guess it is a kind of process system of customer service center)

Opinion
This lecture is composed of two part. One is interview for person concern with customer service, and the other is speaker's own lecture. (Actually, I cannot understand first one. Also, some part of lecture could not be understood.) In lecture, he suggest good example to explain customer service. And it help to understand his point. However on the whole the lecture is so hard to understand.