Customer Service Matters

I am currently reading the book “Start Something That Matters” by Blake Mycoskie, founder and Chief Shoe Giver for TOMS shoes. If you haven’t heard the TOMS story, very simply, for every pair of shoes they sell, they give a pair away to someone in need. It is truly an inspiring story and business model.

In the book, Mycoskie talks about how he takes every opportunity to share the TOMS story with anyone and everyone who will listen. He goes on to challenge the reader to first find what they are passionate about and says “If you organize your life around your passion, you can turn your passion into your story and then turn your story into something bigger—something that matters.” (pp 36-37)

As I reflect on this in my own work in customer service at Phone.com, I realize that I truly am passionate about customer service. You can talk to anyone around the world about customer service and they can rattle off three to five instances where they have received terrible customer service. I guarantee it. Terrible customer service is running rampant in our world but it doesn’t have to be this way.

Several months ago, we started CommunicateBetterBlog.com with two purposes in mind. First of all, to talk about ways we’re improving the customer service at Phone.com. The second purpose is to provide a meaningful and positive contribution to a world of customer service that so desperately needs it. Since starting the blog, we have had no shortage of ideas to write about and we can’t help but talk about what we’re learning to anyone that will listen. We are passionate about customer service and truly determined to raise the bar in customer service around the world.