Richard Branson on Maintaining Good Customer Service

In a fascinating article in Business Insider, Richard Branson, chairman of the massive Virgin Group, talks about what he’s learned about providing good customer service:

To ensure that his customer service employees are maintaining his vision for the company, he’ll sometimes reach out to customers or pretend to be a customer himself, he says in his new book “The Virgin Way: Everything I Know About Leadership.”

Richard Branson on Maintaining Good Customer Service. In his book, Mr. Branson writes that in all his years of experience in business, he has found an extraordinarily interesting fact: that unhappy customers who have their problem, whatever it may be, handled effectively, quickly and knowledgeably, more times than not end up being long term customers who are more loyal than if they had never had a problem in the first place.