Customer service is not a department. It’s a philosophy to be embraced by every member of an organization, from the CEO to the most recently hired. The reason an organization can deliver good or bad customer service comes down to one thing; what is happening on the inside of that organization. To sum it up in one word: culture.
In order to have a customer-centric culture leadership and management must set the tone. This path includes tools and tactics for creating the customer focused culture every organization should strive to reach.