Customer Service T here is no doubt that over the last few years, service to customers has been at the forefront of business thinking. There have been articles and books written on it, seminars and courses held and consultants have been kept busy putting programs in place and training staff.
Customer service is a bit like apple pie - impossible to criticise.
And yet, many businesses, for all the effort that has been put in still do not have it right. This is epitomised by two petrol stations near where I live. Neither of these two is any good. Customer service is about fixing the customer's problem. For a petrol station that means filling the car up with petrol and oil and cleaning the windscreen if it needs it.