Who should do the customer service at your company?
Who should do the customer service at your company?
(You know that’s a trick question. The answer, of course, is everyone.)
I’m not nuts, though. I don’t mean you have to fire the extreme introvert who has always saved your butt when your computer hard drive fries at 8:43 p.m. I mean that everyone who interacts with customers must do customer service …to the full extent of her aptitude for it.
All the people who work in your organization — at least all the people who should work in your organization — should be skilled at recognizing – and motivated to recognize – customers’ wishes, moods, and motivations.
This only happens when you hire the right people, train them properly, and follow up daily.
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Filed under: branding, business, carlton, changethis.com, customer experience, customer service, customers, humanize it, leonardo, leonardo inghilleri, marketing, micah solomon, ritz, ritz-carlton, service
