No Service is Better than Stupid Service - CNBC Expert Comments


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After giant Circuit City announced a cutback in its floor staff, alarmists immediately contended that this would spell the end of customer service as that retailer’s patrons knew it.

“They probably won’t miss these folks, ” according to Dr. Gary S. Goodman, President of and best-selling author of 12 books, including MONITORING, MEASURING & MANAGING CUSTOMER SERVICE.

In an onscreen “debate” on CNBC during the program, “Power Lunch, ” Goodman said it is the mark of sound management to scale back on staff when they’re not achieving, and most service personnel haven’t been managed for results.

Substituting lower paid people for those that are more experienced is not inherently problematic, says Goodman, who defines excellence in management as “Getting extraordinary results from ordinary people, ” apparently Circuit City’s intention as well as that of other organizations that are trying to boost profits.

Goodman did point out it is critical to train all people in service skills so they know how to make customers “thank them profusely, sing their praises, and recommit their business, ” which is explicitly pledging to come back time and again.

These three outcomes comprise the signature of customer satisfaction, according to the President of, and long time consultant to the Fortune 1000.

“Sales work is goal oriented, ” he says, and “Service work should be focused just as much, while being monitored, measured, and managed for results. ”

Most service training, according to Goodman is misguided, muddled, vague, and sappy.

Goodman is a frequent guest on radio and TV internationally, and is quoted in prominent publications such as Business Week and The Wall Street Journal.

Dr. Gary S. Goodman is the best-selling author of 12 books and more than a thousand articles. His seminars and training programs are sponsored internationally and he is a top-rated faculty member at more than 40 universities. Dynamic, experienced, and lots of fun, Gary brings more than two decades of solid management and consulting experience to the table, along with the best academic preparation and credentials in the speaking and training industry. Holder of five degrees, including a Ph. D. from the Annenberg School For Communication at USC, an MBA from the Peter F. Drucker School of Management, and a law degree from Loyola, his clients include several Fortune 1000 companies along with successful family owned and operated firms across America. Much more than a “talking head, ” Gary is a top mind that you'll enjoy working with and putting to use. He can be reached at:


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