In this day and age, customer service is truly a "buzz word" in corporate America. I'd like to quote a couple of statements from The Executive Speechwriter Newsletter which say a great deal.
"Because the customer has a need, we have a job to do. Because the customer has a choice, we must be the better choice. Because the customer has sensibilities, we must be considerate. Because the customer has an urgency, we must be quick. Because the customer is unique, we must be flexible. Because the customer has high expectations, we must excel. Because the customer has influence, we have the hope of more customers. Because of the customer, we exist!" True. Good stuff.
It has been said more than once by countless executives that the way the company treats their customers (their employees) is the way the employees will treat the customers of the establishment. "Howard Schultz of Starbucks has learned to cultivate customer contentment by exalting his employees. 'Our people come first,' says Schultz, 'then customers, then shareholders. It may sound out of order, but we can't exceed the expectations of our customers unless we exceed it for our employees first.'" He's right on.
The retailer, Nordstrom, has gained international recognition for outstanding customer service. Often one way you can measure a store's service philosophy is by listening to their employees at work. If they talk about "those people" and "that company," there are probably some problems. If the employee talks about "my company" and "our company" and what "we are doing," the relationship between the employee and management is obviously good. This is certainly the best step to good customer service, because those who are giving customer service to those who come in and buy are getting "good" customer service from their employers. Think about it. Listen to the employees and I'll SEE YOU AT THE TOP!