Devoted to customer service and the principles of exceptional customer services

One of the speakers at the ACCE whose seminar I enjoyed listening to was Steve Coscia of Coscia Communications Inc. I wanted to get his thoughts on what it would take to change customer service in America and this is what he said:
 
"What can change customer service in America are managers who are courageous enough to be honest about what really needs to be done in respect to the infrastructure agents need to satisfy customers. I have found many organizations I work with have irresponsible managers who have established inappropriate infrastructure that enable customer service reps to fail.  Managers get angry with the agents because they can't do the job...It's the managers job to enable people to become successful."

Steve goes on to say that what it boils down to is courage.  Managers need to have enough courage to tell upper level management, "Ok, this is what it's going to take to improve service." 

I would have to agree with Steve on this.  I think most of the time managers are hesitant about speaking their mind.  Either that or they think that others don't really want to hear what needs to be done.  Therefore, things just continue to stay as they are or they get worse. 

What do you think? 

By the way, in the spirit of Customer Service Week, Steve is offering his new Customer Service E-Learning program at 75% off.  In order to take advantage of this offer, you'll need to call him at 610-853-9836). This offer is valid only until this Friday, October 5, 2007!