In an earlier blog post titled: Warning, Is your Sales Force blindsided by Customer Service I talked about the need for customer service to keep sales informed about potential customer escalations and that might negatively impact the sales team. Here is a real life example of a system that was in place when I retired from IBM Canada.

A company with a bad reputation on the web will have difficulty attracting top talent. In fact, it may have to settle for poor performers. A recent article in Impact Hiring Solutions Blog titled Your Reputation Can Impact Hiring Top Talent talks about a case of a company whose reputation was so bad that top talent refused to be interviewed for jobs with them.

Have you ever had the problem that management and employees who are not on the front line, don’t focus on how they personally impact customer satisfaction? This is a common problem in large organizations. In my years at IBM, it was one of the key challenges. Often decisions made in departments removed from day to day interaction with customers set policies, designed systems or created products, services or promises that were not customer friendly or could not be implemented in the real world. Here are some tips to get buy in and focus internally.

In a large organization, where customer service reports may impact the level of service provided to the customer and on what aspects of customer satisfaction with service gets management attention. Some of the advantages of having customer service report to IT, Product Development, Marketing and Sales or by country are reviewed in this blog post.

Many articles are written about how to handle customer satisfaction and customer service issues in businesses that deal with consumers. But Business to Business (B2B) is quite different. This article covers the 7 key differences to be aware of when planning customer satisfaction programs in a business to business context.

Lack of senior management attention and commitment is often the main reason for customer service problems in many organizations. Front line customer service personnel are not inherently lazy, or insensitive. Customer service personnel are put in a position where they are unable to respond to customers the way they would like to, due to policies set by upper management. Failure to resolve realistic customers issues given today’s Web technology is fool hardy. Over and over again customers have shown their ability to embarrass large organizations with on line complaints.

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