I think most people would agree that there is much more bad or mediocre than exceptional customer service out there. Considering that everyone typically agrees that customer service is important, why is this the case? What factor influences the decision to lean more toward mediocre than spectacular when customer service is delivered? I’m here to tell you why customer service fails so often: it can be summed up in three letters ~ C.F.O.
It’s that plain and simple. CFOs are the assassins of great customer service. I know you may be scratching your head right now because in most organizational structures, the CFO is not responsible for the Customer Service Department. Although that thought is most likely true, they do have control over the P&L statement. CFOs and their team of customer happiness bandits quite often strike in extinguishing the perfect customer service experience. The problem is that exceptional consumer treatment takes time, resources, and money. To do things to the utmost and provide the “royal treatment”, money has to be spent on structure, training, staffing, retraining, and a list of things that do not appear to add up to profits in black in white on a spreadsheet.
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