Customer Service Wars is an Oxymoron

If customer service is about treating people in such a way that they feel valued and respected, it seems to me that the word ‘war’ doesn’t belong.

Which company will be more successful?  The company that looks to improve customer service levels with the intention of winning a war and crushing the competition or the company that enters into the same plan with the intention of building long-term, sustainable relationships and positively memorable experiences for their internal and external customers?

What would happen if, instead of trying to beat our competitors and win the war, we focused on becoming the absolute best we could be?  I read a quote the other day that went something like this:  “I am in competition with no one.  I have no desire to play the game of being better than the other person.  I am simply trying to be a better person than I was yesterday.”

Am I naive to think that it is possible replace the word ‘person’ with ‘business’  and still enjoy success?

I’d love to hear your thoughts on this.  Please feel free to share your ideas either here or on my FB page.

 

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