Leaders of successful organizations realize that all their people, from top management to those on the front line, are one another’s customers. Think of customer service as a chain. A strong, unbroken chain between employees helps guarantee superior service to customers. But even one weak link can break the chain and harm everyone’s customer service efforts. Of course, not all employees get to meet an organization’s external customers, but the way employees treat one another indirectly affects those external customers.
In this course, you’ll see how the actions of every employee, even those who have no external customers, can
break the customer service chain. And, you’ll see how that broken chain can affect the health, even the life, of
your organization.
