By Dr. David G. Javitch
Is customer service important? Is customer service every employee’s responsibility?
The clear answer to both of these questions is a resounding yes! And more important, the major responsibility for creating a customer friendly atmosphere begins with you, the boss. Not only are you responsible for teaching first-rate customer service skills, but as their leader, you must demonstrate these behaviors and be a role model for your employees. Without positive examples from you, they’re not likely to improve.
But just why is customer service so crucially important to the success of your company?
Whether or not your employees work specifically as customer service people, as the head of your organization, you must instill in all your employees one key strategic thought and direction: If you’re going to create a positive and productive business environment, everyone must speak and relate to customers and potential customers as if each person were their paycheck. Because, in fact, they are.
Tell your employees to seriously consider this startling truth: If customers don’t keep coming back and purchasing your company’s products or services, there will be no company. And obviously, if there’s no company–or if you’re forced to downsize–many of the people working for you now may lose their jobs.
I bet you’ll have your employee’s complete attention.
