Dear Sony Customer Service,
I used to be a manager in customer service. Even though it was a government job, and you wouldn’t ordinarily think of the government as all that customer savvy, it meant a lot to me then, and it means a lot to me now, for any organization with customers to be proactive about actually providing those customers decent quality of service. That means finding out what the majority of customers need and want, and doing your best within budget to provide it. It also means learning about trends, special needs, and quirks, and having an eye toward the future—because what appears to be in the future now will soon be a customer in your face wondering what the hell you were thinking when you came up with—whatever it is they have a problem with. (more…)
