EMPLOYEES MAKE THE DIFFERENCE
Customer service can be a significant differentiator for a company. This should come as no surprise when you consider that customer service is where most direct customer interaction takes place and that it's the face of the brand for many customers. Customer service can also lead to competitive advantage as you learn things about your customers that your competitors don't know, simply because you have the relationship already.
All your employees play a major part in making this customer service relationship successful, whether they face customers directly or take care of “internal customers.” According to Jonathan Tisch, chairman and CEO of Loews Hotels, the following are the basic tenets for taking care of employees so they will take care of your customers:7
Maintain your focus on your employees at all times—especially when things are difficult. Never forget, they are your brand ambassadors to the ...