Veroxity Wavelengths

Customer-Centric Culture

Posted by James Capuano

Customer service seems to come up quite frequently as something that sets organizations apart from their peers, whether it sets them ahead or behind the pack is a different story. There is not a company on the planet that wants to have, or be known to have, sub-par customer service, but there is a lot of it out there. How did we let the importance of the age-old adage, “the customer is always right” slip through the cracks?

I believe that customer service, especially for telecommunications providers, needs to be more of a value set or culture that is instilled within a company’s core. Employees need to genuinely believe in it. From my experience, organizations either have this true value set or they don’t, and it becomes apparent it’s either one or the other pretty quickly in most cases. Immediately upon entering a phone conversation as a customer, I can tell if I am the entity that is indeed ‘always right’ or if I am simply a burden amongst a sea of similar burdens that someone must take on during their work day.

In my opinion, we need to get back down to basics. Nothing works perfectly 100% of the time, we all know that. But what a difference it makes to know that in the event that something does go wrong, you can expect a fully qualified, living human being to pick up your call rather than a recording that is “sorry, but didn’t get that … please state the reason for your call today.” We have all been there, and never want to go back.

We’ve heard it a million times, and as cliché as it sounds, it is the truth. The customer is always right. They can make or break an organization. Technology today allows an unsatisfied customer to broadcast their opinion and experience to the world with the click of a button. As a service provider you need to be more than just a self-proclaimed, well-oiled customer service machine; because in the end, if the customer doesn’t believe it, you simply have a menu of services with nothing behind them.