Issue 101 - 03 | Service Failure: Do You Really Care About Your Customer?

By Jeff Toister
Published Jan. 16, 2013 11:00 a.m.
“Executives may claim to care about their customers, but their actions frequently suggest just the opposite. How else could you explain hitting loyal customers with a sudden 60 percent price increase (Netflix, 2011)? Would a company that cared about service really try to implement a $5 fee on debit card transactions and then defend the move as something that customers would appreciate (Bank of America, 2011)? Can a company that cares about its customers really implement a procedure where pennies are literally stolen from its customers at the point of sale by rounding down the amount of change due when customers pay with cash (Chipotle, 2012)?

I know what you are thinking. You’re different. You truly care about your customers and would never resort to price gouging or penny stealing. I hope so. And, the mere fact that you’ve read this far and may have even been a little indignant about a company skimping on toilet paper speaks volume about your character.

Still, do you really care about customer service?”

About Jeff Toister | Jeff Toister is a customer service expert with more than 20 years of experience serving customers at the highest level. Today, Jeff is the President of Toister Performance Solutions, a consulting firm dedicated to helping companies improve customer service. His clients range from Fortune 500 companies to his local plumber. While Jeff is skilled in many facets of customer service, he is best known for his highly interactive training programs and keynote presentations. He is a nationally recognized employee training expert and was one of the first recipients of the Certified Professional in Learning and Performance (CPLP) credential from the American Society for Training and Development.

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