John DiJulius | Customer Experience Blog


World-Class Service Sins

What prevents companies from being world class?

If you are not serving the customer, you better be serving someone who is.

If you ask 100 managers, entrepreneurs, and business leaders why delivering superior customer service is so difficult, you will hear the same answers over and over again. Answers like:
“Our business is unique.”
“In our industry it is so hard to find employees, let alone ones that care about service.”
“We can’t afford to pay enough to get quality people.”
“The younger generation ¬doesn’t care.”
“We have a totally different customer, it is much more difficult.”
“Employees just take the easy way out.”
“Employees just don’t care.”
“Employees don’t get it.”
“We are understaffed.”
None of these answers are the reason why the vast majority of companies struggle with inconsistent customer service, they are the results of the reasons.
Before you can take the necessary steps toward creating a world-class customer service organization, you must first be fully aware of what prevents companies from consistently executing at a high level. In my experience researching and working with hundreds of companies across various industries, what companies need to do and what gets in their way are identical. Just knowing the end result ¬doesn’t tell you the real “why.” For instance, you may know you have front-line employees who are not engaged and always seem to take the easiest way out versus handling a situation properly. That isn’t the why. In most cases, it isn’t that they just don’t care. Truly understanding the underlying causes of inconsistent or poor customer service is more than half the battle.
The following are the 10 principal sins (obstacles) that prevent companies from delivering excellent customer service:
1. Lack of service aptitude.
2. Decline in people skills.
3. Inability in connecting employees’ jobs and their importance to success of the company.
4. Poor hiring standards.
5. Lack of experiential training.
6. Not letting employees have input on systems.
7. Failure to implement and execute consistently.
8. Lack of a strong employee culture.
9. Lack of measurements and accountability.
10. Focus on artificial growth.

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