Customer Service Is Attitude Not A Department

Description

“The external Customer is the only boss because he can fire everybody in the company from the Chairman down, simply by spending his money somewhere else”. Sam Watson

Knowledge about the customer and how to serve him better and excellently has never been as prominent in business management as it has become today. There was a time, not too long ago, when managers and owners of businesses needed solely to concern themselves with their specialization: finance, marketing, human resources, and so on.

The need to know about subjects outside their fields, particularly those relating to the customer, who is the most important partner of the business, was left to chance most of the time.

Today, that kind of system of business management is recognized as artificial and self-defeating.

In today’s business systems, every process must begin with the customer’s needs and end with their full satisfaction in mind. It is a system that requires a complete paradigm shift. Knowledge about customer service principles, practice, management, and how to serve him/her better has become a significant requirement for success in any business today.

Implicitly, if “adding value” is another imperative in modern business, then every manager or staff of any business organization must understand the fundamentals in customer service in order to create that value.

Customer Service Is Attitude; Not A Department is a customer management book with a complete introduction to the principles and practice of excellent customer service and the dynamics involved in its delivery.

It opens the door to the nature and role of quality customer service delivery in modern business. It is full of strategies and techniques for winning and maintaining esteemed customers, who are the key determinants of profitability in today’s business environment.

Delivering quality customer service requires knowledge and the devotion of a great deal of concentrated effort to doing ‘the right thing,’ according to William B. Martin, in his book Managing Quality Customer Service.

This book, which you are reading, outlines the leadership and management tools needed to empower you to do the ‘right things.’ It has been written to be interactive and informative and intended not only to enhance your understanding of customer service delivery but also to facilitate the actual implementation of a customer service delivery programme in your company or organization.

It is important to understand that the changing nature of the global marketplace is reshaping the business landscape, giving room to businesses with excellent customer rewarding programmes and a proactive team of employees to capture a large segment of the market, leaving those companies which serve customers poorly, to sink into oblivion or bankruptcy.