That is a vision of the successful company of the 21st Century. It can be achieved.
Customer relations begin with employee relations.
When people are treated with respect, trust, dignity and are recognised for their involvement and achievement, they will subsequently provide a high level of service to their customers and the company will benefit handsomely. In other words, customer relations becomes a direct mirror image of the business. Today more and more companies are creating highly democratic work environments in which employees are not only encouraged but trained to participate in decision making, process improvement, problem solving and customer relations that will directly and indirectly affect their jobs. In summary, Quality Management provides a proven logical and structured approach to assist companies to improve quality, productivity and customer focus. However, there is a caveat - patronising and paternalistic approaches do not work.