Issue 104 - 04 | Customer Service is Not a Department
By Lee Cockerell Published April 10, 2013 12:00 p.m.

“Customer Service is Not a Department

It’s also not a complaint desk, or a website, or a phone number, or an option on a phone menu. Nor is it a task or a chore. It’s the responsibility of everyone in the organization, from the CEO to the lowest-ranking front line employee. In effect, everyone in the company is a customer service rep, because each of them has some impact on the customer’s experience.

As an executive, you may never see or speak to a customer, but you model how they should be treated with every interaction you have, with vendors, creditors, suppliers, and especially your employees. Treat everyone with sincerity and respect and it will trickle down to your customers.”



Download

About Lee Cockerell | Lee Cockerell was the executive vice president of operations for Walt Disney World for more than ten years. As one of the public faces of the world-renowned Disney Institute, he continues to teach courses in leadership and professional development. A popular keynote speaker, he frequently addresses Fortune 500 corporations, government agencies, educational institutions, and nonprofits across the country. He lives in Orlando, Florida.

www.leecockerell.com

Related Books

9781562867157
Transform Culture and Brand Into World-Class Excellence
Hardcover  (9781562867157) 
Published 12/2015  by ASTD 
Price: $15.72 to $19.96
9780990769460
How to Get More Done Everyday
eBook  (9780990769439) 
Published 01/2015  by Whitaker House 
Price: $9.99
9780770435608
The 39 Essential Rules for Delivering Sensational Service
Hardcover  (9780770435608) 
Published 03/2013  by Crown Business 
Price: $11.39 to $15.99
9780385523868
10 Common Sense Leadership Strategies from a Life at Disney
eBook  (9780385528283) 
Published 10/2008  by Crown Business 
Price: $13.99
Search manifestos:

Recent Popular Manifestos



View all




TWITTER