My fellow Know More Media writer, Bettye Jamerson of Best Biz Com is on a customer service “kick” today! In a post titled No Customer Relations - Big Mistake! She cannot understand “how organizations big or small have not grasped the importance of customer service within their place of business. “
What I’ve come to realize is that the attitude of customer service representatives reflects the attitude of managers and executives. Think of it as the trickle-down effect. If the CEO is pushing sales, sales, profits, profits, then that’s what managers are going to be focused on. Perhaps their job is on the line if they don’t make the quarter sales. So, of course, there’s quite a bit of tension and customer service reps feel this pressure.
However, you could have a very good company that is customer-centric, but make some bad mistakes in hiring some bad apples. In AOL’s case, alot of bad apples ;)
Can we get a company that provides phenomenal service 100% of the time? I know, I’ve asked this question many times. However, I still think it's possible! Just waiting for a company to step up to the plate!
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