A memorable act of kindness during a hospital visit emphasizes that true customer service arises from human connection rather than formal procedures. Customer service transcends departments; it encompasses genuine, unscripted interactions that foster trust and loyalty among clients. Small gestures and a culture of acknowledgment can create lasting impressions. Building such a customer-oriented culture is achievable across companies, akin to success seen in hospitals and airlines. Everyone in an organization must take ownership in providing exceptional service.
Customer service is not just a department. It consists of unscripted moments and acts of ownership that build trust and loyalty, belonging to everyone in a company.
The experiences that earn trust and build loyalty don't belong to one team. They belong to everyone. If institutions like hospitals can foster such cultures, so can companies.
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