His staff gathered, an executive comments that he had a telephone call from an old customer who told him he was taking his business somewhere else. An assistant then hands out airline tickets so the staff can visit all of their customers. Amazingly, there are companies in business today with executives who have a different focus. Fortunately, that executive has a manager in charge of the customer service department who knows better. Every week at the department staff meeting, a 10-question quiz is given to all staff members.
Questions range from product knowledge to pricing issues to shipping lead-times to company history.
The questions are designed to maintain the focus of the customer service department, because the customer service staff deals with customers each and every day. The manager knows that by focusing on the customer, the company will make money. It doesn't work the other way around. Other companies survey customers to find areas where improvements can be made in service and quality. Obviously the focus is blurry here.