Customer Service begins at the top

One of the frustrating experiences of a Customer Service representative is having an expectation or directive from the company’s top management to offer excellent service to customers yet receiving no real commitment from the same management. The company as a whole has no realistic customer oriented vision or mission, it lacks a strategy for truly satisfying her customers, and feedback from customers is never taken seriously unless it’s about to degenerate into a PR crisis.

The global drive towards excellent customer service has been on now for no less than two decades, yet for many companies, it’s still just an issue for a department. The company is yet to grasp that customer satisfaction is not an aspect of the business; it is the business. We simply cannot offer excellent service unless the whole company believes in it and aligns all – I mean all – her processes, goals, and decisions toward…