Each incision is made with the knowledge that precisely what lies below is going to be there. Think about it. The surgeon also has a whole battery of equipment that can be used to see through the skin and bones before the operation to help even more with the preciseness of the operation. The challenge is certainly there for the customer service industry. Where brain surgery is precise and exacting, the customer service experience is imprecise and unexacting.
Brain surgery is the total opposite of customer service.
Where each brain is the same, each customer is different, with none ever the same. And to complicate things even more, each customer service employee brings their own level of experience, ability and desire into the mix. We don t have sonograms, catscans and tissue samples that can tell us precisely what technique to use for a particular customer. We need to evolve Customer Service to the point where excellence is not rare, not the exception, but commonplace. Previous article Customer Service, Not Customer Servitude Table of Contents Production Sean Brown and Michael Masschaele Text Copyright 1999, John T. Self.