July 6, 2010
BrainTrust Query: An Inconvenient Truth About Bad Customer Service
FROM RETAILWIRE:
Bad customer service may take years to prove fatal but the eventual outcome is almost always corporate extinction. Surprisingly, very few companies turn these negative situations around and improve their customer service position. Is it possible for retailers to create the impression of caring for customers through specific actions?
MY COMMENTARY:
Good customer service goes much deeper than well-scripted interpersonal relations. Good manners and appearance of personal concern are important but these cannot effectively wallpaper over a rotten or ineffective company culture for very long. Companies must be built and configured for good service, not merely managed for it. First, structure and practices; then training and attitude.
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