Avoiding Mutually Assured Dissatisfaction

The best customer service organisations make it incredibly easy, instead of impossibly hard, for their employees to provide outstanding service.

Below is a summary:

• Take action to identify and address operational issues that contribute to customer service failures and frustrate employees
• Include employees in your organisation's efforts to continually improve customer service
• Engage employees by sharing customer service goals, then enlisting employees' help toward achieving them
• Avoid becoming blind to reality by avidly searching for icebergs - the small signs that could be indicators of big problems
• Approach operational problems by asking questions and gaining a true understanding of what's going on before jumping to conclusions about the solution