Some companies genuinely understand customer service—the customer is at the center of all they do. Others are operations-minded, and their over-reliance on rules and policies results in average customer service. Here are 3 more of the main differences between the customer-centered company and the operations-centered one:
1. Leadership. The leaders of the customer-centered company have a vision for customer service and lead by example. Leaders of an operations-centered company either have no vision or adopt a “do as I say, not as I do” approach. This can confuse employees and leave them unmotivated to deliver exception customer service.
2. People first. The customer-centered company puts people first—especially employees. The happy, engaged employees of customer-centered companies deliver the type of experience customers crave. The operations-centered company cares only about procedures and the bottom line.
3. Customer service. The customer-centered company considers excellent customer service to be everyone’s job. Every employee is responsible for tending to the customer’s needs. The operations-centered company calls customer service a “department.” Serving the customer is someone else’s job.