Customer Service & Responsibility

When Something Goes Wrong, Who Should Take Responsibility?

Nov 3, 2009

With an increased focus by the customer on receiving excellent service, who has responsibility for providing the service?

C-Suite leaders strive to set the tone when it comes to providing excellent customer service to their clients, when customers vote with the few precious dollars they have. But, to what degree is the rest of the organization really providing excellence?

Are they meeting the expectations of the C-Suite leadership when it comes to customer service? Leaders should inspire their employees to believe in the philosophy the organization has set forth, but what if the two sides are not aligned in their definition of excellent customer service?

If front line employees feel it is unnecessary to correct customer service problems because they are not part of the management team, will the organization lose customers? What message does the poor customer service provided by these employees convey to the customer who ultimately makes the choice whether to return their business to the organization? Front line employees must understand that, as an employee of the organization, they represent the organization and, as such, are held to the same standard in the eye of the customer. They must also be aware that a negative impact on the organization has an equal impact on them.

Customer Service

This short list by no means encompasses all attributes of excellent customer service. The most significant factor in delivering excellent customer service is for the organization to recognize the importance of doing so. C-Suite leaders have a responsibility to their customers to ensure a consistent definition of excellent customer service across their organizations or to become directly involved in correcting the resulting problems.

Customer Expectations

Organizations must continue to demonstrate flexibility in the face of changing customer expectations. When customers come to expect that an organization cannot meet their standards for customer service, they begin to look elsewhere for a satisfying experience. Front line employees should be actively listening to the customers and working to reduce whatever frustration has bubbled to the surface. It is cheaper to keep existing customers than to find new ones, especially when customers share their experience with others.

When employees do not own the customer service experience but make it a management issue, the organizational consistency and delivery of excellent customer service breaks down. Today, when customers can post poor customer service stories on the Internet within moments of the experience, organizations cannot afford that breakdown.

The copyright of the article Customer Service & Responsibility in Customer Management is owned by Jennifer Streeter. Permission to republish Customer Service & Responsibility in print or online must be granted by the author in writing.