Customer Service Is The Business

Why do so many companies struggle with delivering an effective and consistent customer service experience?

Because unfortunately customer service is not seen as a viable business. Rather, it tends to be viewed as a steppingstone and entry point into a company. Customer service is not regarded as a career aspiration, the least respected of the business units, and the sole owner of the customer relationship. For customer service to be effective the customer must be centered and firmly positioned at the heart of the organization. By taking this critical first step, ownership of customers and the relationship with them is driven into and throughout the business. This centricity ensures internally the right conversations are taking place, that importance is focused on getting the right seats in the seats, and the appropriate systems, tools, data/reporting, information, and technology are available and accessible to customer facing employees. These are the tools and resources typically afforded to parts of the business designated as essential.