How Can Tech Companies Make Customer Service Scale?

andrewsanfran200pxportraitThis is a guest post by Andrew Scott, a serial entrepreneur in London, CEO Rummble, Non-exec, founding board m.Love & and “lover of all things mobile”.

In 1901 a Swedish immigrant to America called Johan Nordstrom founded the Nordstrom department store. In 1975, by now a national chain, a Nordstrom customer walked into one of their stores to return a set of tyres he’d bought. The salesperson gladly took back the set of car tyres and gave the customer a refund. Nothing weird about that, right? Except Nordstrom has never sold tyres.

Many of you may have heard this story before; it’s one of many legendary tales of great customer service from Nordstrom and best of all it’s true.

According to a chap called Efraim Turban “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.”

Like us all I have copious tales of despair dealing with corporate giants. I’d say the worst offenders used to be banks, but in today’s world of mobile everything, the mobile network operators have definitely claimed that crown.