Customer service is not a department. It is a philosophy to be embraced by every employee – from the CEO to the most recently hired. I’ve been preaching this for years. Yet it still surprises me that many companies don’t recognize the value of training their employees – all employees – in the area of customer service. No, not everyone is trained the same. Someone on the front line, who has direct contact with customers, will be trained differently than someone in the warehouse, who has virtually no contact with a customer. But here is the point: At some point, everyone is going to impact the customer. Front-line customer service is obvious. People who interact directly…

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