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60 Seconds Focusing on Value:

"The Customer Service Itch"

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Recently I got a mailer from a large bank announcing their enlarged service department. The only reason for having a customer service department is to deal with all the stuff gone wrong. If your employees give good service, there is no need for a customer service department. But if a dissatisfied customer has to call, that person should be treated respectfully and not left on hold. An angry customer needs to get off the phone liking your company even more. Simon Sinek, founder of Inspire Action, says: Customer service is like ointment. It soothes the itch for a short while, but unless you treat the allergy, the itch just keeps coming back.