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There is still some way to go until customer excellence becomes such an intrinsic part of business life that the impact on customer service becomes a given
If they let us down that impacts customer service. Let’s start looking for another supplier.
Generally when we sit down to write a quick article we look to draw in current news stories as a way of highlighting the way in which innovation, or organisational culture, or employee engagement, impacts on the wider world. Today we are changing the emphasis slightly, reporting not on national or international news but instead commenting on a conversation overheard in a coffee shop.
All I heard was those two short sentences quoted above but they told me a lot about that business and about the way they put customer service ahead of everything else. We’ve probably all been let down at one time or another by a supplier. Sometimes we build the delay into our business model, sometimes we shrug and make our customers wait; and yes sometimes we become so aggravated that we start to look for another supplier.
But the fact that this business instantly honed in on the impact on customer service says that here is a business which really cares about providing a good service for its customers. It’s not alone in this. Certainly the desire to provide outstanding customer service allied to a move towards customer collaboration is rising up the corporate agenda. However there is still some way to go until customer excellence becomes such an intrinsic part of business life that the impact on customer service becomes a given. When that happens we won’t hear comments like those above because everyone across the supply chain will all be focused on delivering customer excellence.