Right. The title does say that it is the Guy‘s article. And it is. Again, while this one has simply explained and few well known/ obvious guidelines to excel in customer service, it does explain to some extent to the other end too- the pitfalls.
My favorite: Salespeople make the big bucks. Marketers do the fun stuff. Engineers: You leave them alone in their dark caves. Accounting cuts the paychecks. And customer service? They handle angry people when something isn’t working, and something isn’t working all the time. Customer service largely determines the company’s reputation, so do not consider it a profit-sucking necessary evil.
And in fact, what made me read through this article is Richard Branson polishing Guy‘s shoes! Customer Service! Customer Service!!
Article: The Art of Customer Service