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Customer Service Is About Relentless Focus

Posted by: Rod Kurtz on January 1, 2008

Because a world-class customer-service experience is the foundation of any successful operation, relentless focus on customer service predetermines the ultimate success of any operation. If the focus on customer service is lost, then employees begin to believe that the organization isn’t really committed to its customer-service goals or any of its other programs, initiatives, or strategies.

Relentless focus is about a steady, persistent, unyielding, and committed focus on providing a world-class customer-service experience 24 hours a day, seven days a week, by everyone in the organization. This ever-present focus doesn’t take a break or go on vacation.

Many organizations are good at kick-off celebrations, where customer-service programs start off with a bang, and everyone is committed and poised to make results happen. However, as the strategies start changing, new leaders come in, employees become disinterested, and the focus shifts elsewhere, the initial great customer-service program is tossed aside.

Relentless focus forces the organization to make an ongoing investment in providing a world-class customer-service experience by embedding it into the core business model. Every program, strategy, and initiative has an automatic space carved out for the customer-service experience. Not maintaining this focus not only undermines the goal of providing a great customer experience but it also destroys the very foundation of your operation.

Michael Brown
Customer Service Consultant
Los Angeles

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