We’re always interested in views on and approaches to customer service such as this piece by tech management guru Joel Spolsky.
So how about the idea of bringing new employees in, giving them a four week training course to immerse them in the customer focussed culture but after a week, offer them a pile of cash to leave. That’s what online shoe shop zappos.com does. The idea is that it sorts the call centre customer friendly wheat from the money grabbing chaff (or something).
The full piece is here at Harvard Business Publishing and is definitely worth a read.
Via kottke.org.