Indifference is the Service Killer
For years, the American Society for Quality has stated the importance that indifference plays in customer service. Numerous surveys have indicated that the number-one reason that customers vow never to return to a specific place of service is due to an attitude of indifference on the part of one employee. I ask this question in every survey I perform for my clients, and it is validated in every instance.
Companies that own their customers understand who their company is to their customer. It is not the executives, management, or owners. It is not the advertising or public relations campaign. It is not the mission statement. It is the person in direct contact with the customer: the receptionist, the wait staff, ...
Get The Kindness Revolution: The Company-Wide Culture Shift That Inspires Phenomenal Customer Service now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
