The entire business should be the ‘customer service department.’

Obviously, a customer service department is needed, but the traditional customer service mentality needs to be replaced by a tribal mentality.

Employees from all levels of the business should actively be making connections with customers. Not just when a customer is having trouble, but through every phase of business. Here’s a great idea: Each day, allow one randomly selected customer service phone call or email to make its way to the CEO. Let the CEO connect with the customer. Imagine that, a CEO listening to a customer’s problems and helping to solve it!

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