Customer service has been around as long as men and women have walked the earth. It seems that the historic rule of customer service is one that centers on how people treat each other. It would seem that the golden rule of treat others as you would want to be treated would apply nicely to customer service. But why do so many businesses struggle with customer services? Why do they have unhappy customers?

When you ask any business leader if customer service is important they unanimously say yes. Therefore, customer service should be intuitive and be the standard practice of all businesses, yet we see and hear customer horror stories of poor customer service all the time. Where does the failure occur when we all agree the customer service is important?

My humble opinion is customer service starts with the leadership of an organization. Have you ever noticed that an organization mimics its leadership? You can tell who cares and who doesn’t, not by their words, but by their actions. It’s reflected in the organization’s personality and its priorities. That’s how you can tell where the customer really sits in the grand scheme of things.

Where do customers fall in priority within your organization? And is your leadership truly committed to delivering value and a superior customer experience?

Posted under Customers, General, Leadership