Customer Service: A Tactic or A Strategy?


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We often hear organizations talk about their focus for the upcoming period — whether for the year or the quarter. I am always slightly amused when I hear an organizations talking about customer service being a key focus.

This usually a sign that they see Customer Service as a tactic to be employed at various times — much like a new ad campaign or pricing strategy.

These are usually the same organizations that think customer satisfaction is a goal (vs. outcome) and can be impacted by a training program to all their CSR’s.

Customer service is not a tactic. It needs to be a long-term strategy that is embedded into your organizational DNA or culture.

Customer service is not a tactic you employ as part of a plan — instead it should be the foundational theme that links every tactic together to provide differentiation.

My Perspective: If you find yourself talking about customer service using words like focus, initiative or tactic, you need to re-think the role of customer service within your organization. And that starts with reviewing your internal culture and values.

Customer service is not something you put on like a shirt and tie. It is an attitude you live and breathe in everything you do. Make sure it includes the language you use when you communicate it internally and externally.

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Bill is recognized as the Performance Excelerator™ because of his uncanny ability to create profound change and deliver extraordinary results with the most demanding organizations.

He works with senior leaders to inspire and develop high-performance teams that deliver exceptional customer service, higher productivity and improved profits.

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