Most companies confuse the term “Customer Service” with the skewed ideology that “Customers serve us!”. For decades, this way of thinking worked out well for the companies due to three main reasons: 1- The customers had limited ability to do research upfront. 2- They had limited knowledge of alternative providers. 3- they didn’t have much of a voice. I guess the internet is a gift and a curse for these companies, because it has ruined their little party.

Today, the consumer is truly in demand; and they know it. Primitive concepts like Kindness, Fairness, Flexibility, Grace, and Responsibility are back on the table. You’ll need to immediately respond to complaints, relax your “policies”, make concessions, be nice, be patient, try harder, smile, go the extra mile!

If you want to win, let us revamp that old “customer serve us” policy of yours and implement processes that entail you actually serving the customer. Hey, Be different! chances are your competitors aren't doing it.