Lately read an artical for What Do B2B Customers Really Want which gave me some thoughts I'd like to express.

   1. Be personally accountable.
        Don’t pass the buck somebody else in your firm; I want your skin in the game.
  
   2. Understand my business.
        Don’t expect me to answer dozens of questions that you can get answered elsewhere.
  
   3. Be on my side.
        Since I’m risking my career doing business with you, I expect you to represent my best interests.
  
   4. Design the right applications.
        Don’t burden me with features and functions; tell me how your solution will help my business.
  
   5. Be easily accessible.
        If I’m important to you, you’ll answer my email or vmail within minutes, not hours or days.
  
   6. Solve my problems.
        I want you to be thinking about helping my firm, not selling your products.
  
   7. Be creative in responding to my needs.
        If you can’t figure out how to help me, I ‘ll get on the web and find someone who can.

Though above 7 points were the type to B2B, for our business, most of B2C (in DealExtreme) and part of B2B(in VolumeRate, and the direction for VR is B2B finally), we think we should also try to meet these 7 points.

As we always said, we are not finding-excuse type people, but there are a couple of reasons which there is still a long distance for us to go for the customer service, maybe due to the culture difference of the Eestern and Western. Well, what we are doing now is trying to bridge this difference, improve ourselves also improve the quality of our service. Maybe that's the essense, customers are all service-oriented, right?