Customer service is not a department … it’s everyone’s job.

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When the engineers think their job is done when the widget is working, or the sales staff think they've succeeded when the deal is closed, you've failed to impress upon your team that everyone in the company should have the needs and desires, opinions and experiences of your customers at the forefront of their minds at all times. Could the engineer suggest a regular maintenance check? Provide some free advice about cutting operating costs? Could the sales person ask for feedback about customer satisfaction? Could you benefit from your staff being proactive in nurturing client relationships? You bet you could.

Michael Byrnes, StrategyPal founder

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