customer service likeability surprise talkability

Amazon amazing

When I got two copies of this CD through the post, I groaned. Not because I had been a doofus in ordering twice, but because returning items is usually so painful.

So it was with delight that I got this message from Amazon when starting the Returns process. That’s customer service good enough for me to tell everyone in ear-shot in the office.


It’s tough at the top

Great quote from the Kennedys TV drama. JFK hasn’t been in the job long when he laments the reality of his role to Jackie:

I’m starting to realize that this job is about choosing between two lousy options. And the right choice is the one that’s just a little less lousy.

That’s senior management isn’t it? By the time an issue gets to you, it has to be a tough call. If it was easy, people could make it themselves.