Even with the most detailed strategic plan and exhaustive focus groups, excellent customer service can still be absent from a company. Customer service has to start from inside a company – the inside determines the outside.
For employees to give great customer service, they must have an amazing experience working for you. When workers are underpaid, lack upward mobility and feel undervalued, customer service is bound to suffer – such is the case at the large telecommunications companies.
When workers feel a sense of pride for their company and in their position, employees will reflect that level of respect onto the customer.