Customer service

Take customers from deluded to devoted

80% of employees reckon they give great customer service. Only 8% of their customers agree. Overwhelmingly, the main reason customers leave is an attitude of indifference from frontline employees.

When business leaders spend so long (and so much) debating the ‘customer journey’ and so little time supporting their employees to make it happen, it’s little wonder.

Customers want employees’ undivided attention. Which means that:

  • Frontline employees need the skills to pay attention.
  • First line managers need to engage their team and encourage attentiveness.
  • Business leaders need to talk with and about customers, all the time.
  • Everyone up, down and across the organization needs to treat their colleagues like a number one patron.