Customer Service; whose job is it anyway?

A week or so ago I posed this question during a lecture to MBA students: “Who’s responsible for Customer Service?’, and the answers I received were spread across the board.

  • The Customer Service department
  • Sales
  • Business Development
  • Public Relations
  • Everyone

Everyone!  Bam! That is absolutely right.  Everyone in an organization is responsible for customer service, and while depending on the size of your company you may have a department that’s sole responsibility is customer service that does not change the fact that every person in a company that comes in contact with a customer or prospective customer should be tasked with representing the company in a positive manner.

Every employee of a company should be trained in customer service regardless of their position or job title because every person that a customer or potential customer comes in contact with has the ability of leaving an impression.  Something as simple as asking a janitor for directions can have an impact on the impression of a company that is formed; it should be the goal of every company to have employees that are friendly and have a willingness to help attitude.  There is nothing that turns me off more than when I am somewhere and I ask for assistance and the person has no personality or an I don’t care attitude and while that person may be a low level employee that is unable to help me, their attitude is going to leave an impression that is probably going to last, especially if that is the first impression of the company that I received.

Customer Service is something that should be received by every single employee from the bottom to the top in every organization; it is the responsibility of everyone.

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About Joe Melle

Joe Melle has founded and ran several successful businesses, and has had an interesting career in direct contact media, call center operations, sales operations, customer service operations, customer retention, and quality assurance; he has written over 140 business articles, previously served as a part time adjunct professor for a university teaching business, marketing, and management courses to both graduate and post graduate students.Email Me