Everyone Is In the Customer Service Industry…No Matter What You Do


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“We are in the Customer Service industry yet we just happen to fly airplanes.”

Southwest Airlines

Is this how your company sees your business? This mentality is what keeps Southwest Airlines at the top of the customer service winners list year after year. Instead of thinking of themselves first and foremost as an airline, Southwest remembers that customers got them where they are today. Everything is centered around the customer.

Maybe this is why you started your business. You thought of a way to help people. At that time you were thinking of customers. After awhile, as the business grows we somehow transition into seeing ourselves as Widgets and Sprockets, Inc. and began to look inwards more often that outwards.

Departmental silos formed. Energy was focused on improving the product or coming out with a new one, but all the ideas were internal. We thought more about how to entice people to buy our stuff but once the sale was over, we didn’t pay attention to them anymore. Customers became a “burden” we had to bear. With more employees the culture of customers first was lost in the shuffle.

Find a way to remember that the customer is at the center of it all. Without them, there is no business. People come back to places where they have been treated well and avoid places where they are taken for granted, ignored, or treated badly.

I’m not saying there are no bad customers. There will always be someone who can’t be pleased. But you must take the high road. This tells everyone that you are more interested in them than in defending your business. Cultivate a listening culture that reminds everyone where this business began.

With the idea of helping people.

Republished with author's permission from original post.

Jody Pellerin
Jody Pellerin is the Director of Marketing for PhaseWare, Inc. a provider of customer service and support software. PhaseWare helps companies optimize customer service and support with powerful, affordable solutions for incident management, knowledge management, SLA management, and more. Pellerin has authored several white papers and case studies about customer service and support practices including using live chat, optimizing multichannel support, and a guide for on-premise versus on-demand software.


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