Customer Service: Investment in Future

By harrelson, jeff | Telegraph - Herald (Dubuque), January 7, 2016 | Go to article overview

Customer Service: Investment in Future


harrelson, jeff, Telegraph - Herald (Dubuque)


Here are some service tips: - Customer service is not a department. It is the fundamental responsibility of everyone in the organization. - Develop a customer service strategy and make sure everyone understands it. - Train everyone in the organization on how their role fits into the customer service strategy. - Ask customers how you as a business are doing. If possible, ask past customers and non-customers also. - Treat everyone like they are a customer -- if not, they might become your competitor's customer.Customer service: Every business has it. Every customer wants it. It is a big topic.

If you enter the words "customer service" into a Google search you get 733 million results. With so much information out there and almost every business touting customer service as a competitive advantage, how come there are so many that get it wrong?

When my son was a junior in high school, he played trumpet in the jazz band. Although he was very good at the trumpet, his passion was guitar. He worked after school and saved his money to buy several guitars and the equipment that went with them. He took lessons and learned to play a variety of music. He was even asked to compose and play a guitar instrumental for a school event.

He loved playing so much that he stated he wanted to collect guitars as a hobby. And, he had a goal to own a music store. So what does this have to do with customer service?

When the music department at his school took a band trip, they visited a city well-known for its music heritage. While there, they had the opportunity to learn from a nationally recognized band leader and to play in a different venue. My son was excited with the things he learned to improve his trumpet skills.

Of course, the schedule also allowed some fun activities, one of which my son talked about for the month prior to the trip. They were going to have the chance to tour a facility that manufactured a very famous brand of guitar. (City and brand names are being left out to protect the guilty.)

The tour of the manufacturing plant was, according to my son "awesome." At the end of the tour, they entered the gift shop which, in his eyes, must have looked like heaven. The walls were lined with all the guitars this company made. I can't imagine how he must have felt when the tour guide told them they could play any model they wanted.

Under the watchful eye of the band director, my son and one other boy, both experienced guitar players, tried a couple of models. Unfortunately, the gift shop clerk was going to have none of that and ordered the boys to put the guitars down.

Even the protests of the band director and the tour guide meant nothing to her. …

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