A business should train any person who has contact with the customer in any way to be attentive to the customer. Nancy Staton One business where I have been a customer was great in the sales department, and their sales staff could not have been more attentive to me as the customer. But, they forgot to train their delivery people and their accounting people that customers are the reason the company is in business and the reason they have a job. When a customer pays an invoice on time and the company loses the record of that payment, it should not be the customer's problem. Once a customer has sent in confirmed evidence of payment, the customer should not still be getting notices of non-payment three months later.
Most companies have customer service as their top priority.
Any business owner would never intend for customer service to get that bad. However, it can happen in any company that is not maintaining good customer service training in all areas of the company. It can also happen in any company that outsources some of its services. Outsourcing requires maintenance of communications about the quality of the company's customer service. Your reputation is only as good as theirs, and your customer service is as poor or as good as theirs.