In 1979 I wrote the world's first customer service program. Customer service has not improved a lot but firms talk about it more. What I saw in 1979 I still see today. Firms spend millions on advertising trying to attract customers and then when they walk through the door, phone or Internet they are hit on the head with baseball bats so they do not come back.
Ensuring an efficient and quality customer service takes a great deal of training and coordination. Focusing on each department in your company to make it a smoothly operating machine takes not only focus on the customer, but on the employee themselves. When customers become friends instead of antagonists of an informed service, a job is far more pleasant for an employee than a clock-watching job that is so boring it is hard to get up in the morning... Read More
I am amazed at how many large firms promote customer service but offer very little. Most CEO's believe their employees are empowered and provide great service but unfortunately this is really a myth. The lack of empowerment and service recovery will prevent these firms from excellence and repeat business.
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