| Ask any CEO of a company, president of a bank, | | | | turnover have left customers wondering when they |
| manager of an office, minister or staff and they will tell | | | | will receive proper service at a fair price and in a |
| you HOW IMPORTANT the customer is to their | | | | timely manner. |
| operations and success. In meeting after meeting, | | | | Why is customer service in such a "funk" - what is |
| heads of industry, the service sector, utilities, and | | | | causing this service malaise despite the "lip service" |
| government try to convince the audience how much | | | | being paid to the significance of the customer in |
| they believe in customer service." It is our mission, it is | | | | contemporary business, government and public life? If |
| our number one priority, it is our goal, it is why we are | | | | customer service and contact with a customer or |
| in business...," often prove to be mere epitaphs. | | | | client are so important for the success of a company |
| Unfortunately, these same "customer friendly" | | | | or organization, then why are some companies and |
| executives go back to their offices, de-employ office | | | | organizations failing in this critical department? |
| staff, fail to initiate a customer service improvement | | | | Moreover, can a company offer good services |
| plan and send memos out saying customer complaints | | | | products at low or reasonable prices but still not meet |
| are unjustified and overblown. | | | | customer demands and suffer financially as a result? |
| It is a contemporary mantra of service-oriented | | | | Can a company know the needs and problems of |
| economies throughout the world that the customer is | | | | customers without having contact with them and |
| the key to success. Yet, how many of these same | | | | without listening to them? |
| people are just miming what others say or think | | | | These three fundamental elements must exist and be |
| without ever actually considering what customers | | | | cultivated in order for good service to flourish: |
| want, how to deliver good service, how to develop | | | | 1. Expand your idea of service |
| systems that enhance customer satisfaction and | | | | 2. Consider or reconsider who your customers are |
| create a service friendly environment. The reality is | | | | 3. Develop customer friendly service techniques and |
| that customer service around the world, with a few | | | | systems |
| notable exceptions, is either declining or stagnating. | | | | If you master these three fundamental elements, your |
| Technological developments have dehumanized | | | | customer service is bound to improve and mature. |
| service while economic pressure and high employee | | | | |