There has been a debate recently over who owns the customer. The debate has lurked in the shadows of company board rooms and around the water coolers. Truthfully there is no one right answer the question. This is because, realistically every department, team and employee in the company has ownership of the customer. All of these people take part in creating a positive environment and experience for the customer.
Customer service is no longer an area to triage customer complaints. It’s about anticipating customer needs at the right time and place. Organizations must relearn how to interact with their community, shed some of the heavily automated barriers, and get back to the basics of customer service.
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