Learning and development training

Thought for the day

The full archive of free daily management tips from our team of trainers.

‘Close the customer service department’

If you have a customer service department, it might mean that you don’t understand what customer service means.

The principles of customer service belong to every department, every employee and every door along the management corridor. Customer service must be deep in the psyche of your business, not written in a box on the organisation chart.

The trouble with having a customer service ‘department’ is that it can encourage everybody else in the business to dump their problem customers and customer problems onto someone else, abdicating responsibility. Customers hate this almost as much as the people who work in the customer service department.

© The author

This thought has been taken from Graham’s book ‘Companies don’t succeed, people do!’ Graham delivers outstanding sales training – click here for details of some of his programmes.

Previous Thoughts for the day

Red Arrow‘Encourage your customers to be unreasonable’
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Red Arrow‘Give your customers the benefit of the doubt’
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Red Arrow‘Encourage your customers to complain’
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Red Arrow‘Being good enough, isn’t good enough – give customers a reason to be faithful’
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Red Arrow‘How to keep a customer for life – give them lots of reasons to stay’
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Red Arrow‘Close the customer service department’
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Red Arrow‘Customer satisfaction is everybody’s job’
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Red Arrow‘Customer satisfaction is not satisfactory’
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Red Arrow‘The answer is – yes!’
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Red Arrow‘What are others doing?’
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Red Arrow‘How can I take better care of my customers?’
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Red Arrow‘Every sales call is a free market research opportunity’
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Red Arrow‘The customer isn’t always right’
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Red Arrow‘Give your customers more than they pay for’
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Red Arrow‘Wash your dirty laundry in private’
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Red Arrow‘It’s OK to spend money’
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Red Arrow‘Expect the unexpected’
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Red Arrow‘Have a NIZ!’
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Red Arrow‘Dump trivia’
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Red Arrow‘Less is more’
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Red Arrow‘Speed up routine tasks’
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Red Arrow‘Stop doing other people’s work’
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Red Arrow‘Ask questions’
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Red Arrow‘Take control!’
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Red Arrow‘Listen!’
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Red Arrow‘You don’t have to answer the question’
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Red Arrow‘Shut up!’
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Red Arrow‘Be receptive’
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Red Arrow‘Go to the balcony’
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Red Arrow‘Think before you speak’
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Red Arrow‘You can’t stare – but you must watch!’
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Red Arrow‘Don’t be predictable’
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Red Arrow‘KISS’
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Red Arrow‘Aim high’
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Red Arrow‘Say “No.” ’
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