Week 3 - Lecture

Week 3 - Lecture - Keeping the Customer Second: The Key to...

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Keeping the Customer Second: The Key to Outstanding Customer Service Is the Customer Always Right? Moving Away from Customers Making Employees Number One Work: What's Important to You? Job Satisfaction Assessment Is the Customer Always Right? Is the customer number one? If you insist on outstanding customer service, then provide outstanding customer service. Many companies insist that employees put the needs, wants and desires of the customer above all else. This has been the standard approach to the service industry since its inception. The approach has been met with moderate success. The key to this success has been those who have interacted with customers. The front line employees are normally the least paid people on the payroll, yet, it is their sales, service, and relationships with customers that build businesses or cause them to fail. Generally, these are entry-level people. Why does the service system reward people in this role who are consistently successful by promoting them further and further away from customers? Moving Away from Customers For example, in most call centers and sales organizations, people move to management based on their performance. If they receive rave reviews from their customers or are consistently successful at sales, they are usually promoted to
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This note was uploaded on 01/23/2011 for the course PSYC 305 taught by Professor Kristeenpeiffer during the Spring '10 term at DeVry Arlington.

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Week 3 - Lecture - Keeping the Customer Second: The Key to...

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