3 Reasons Committees Shouldn’t Design Customer Service

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design customer service dennis gilbert

3 Reasons Committees Shouldn’t Design Customer Service

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Today much of our customer service has a digital focus. We download, upload, and avoid the print out or hard copy. Digital services really aren’t the problem though. It might be more about the design. There are reasons why committees shouldn’t design customer service.

It is easy for the committee, the board of directors, and those in the ivory tower to get off track. They often design to protect profit while often not realizing that they are limiting the exact scenario they are trying to protect. Certainly, you can’t give it all away but you also need to have the correct focus.

Design Customer Service

Here are three reasons why committees shouldn’t design customer service:

  1. Operationally feasible. The committee usually (but not always) represents people across the operational framework. They design what works for operations while seeking solutions to resolve operational problems. Solutions for customers are often not their focus, even when they might suggest that they are.
  2. Top floor. We tend to understand our own framework. The front line is often very different from the top floor. Sure, you can see things from the top of the canyon, but that doesn’t necessarily mean you’ll make the best choice to ride the white water in a raft at the bottom.
  3. Punishment. There is a delicate balance between helping the customer for more future profit and protecting the bottom line. Elevators and escalators are expensive but forcing your customers to take the stairs might be more punishment than they’ll accept. Literally or figuratively, committees often decide in favor of the stairs.

Design of the Committee

The argument might then become that the wrong people are on the committee. Certainly, that is a valid argument. That might lead us to consider how the committee formed.

Effort might not be the reason for failure.

It might be the design.


Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a four-time author and some of his work includes, Forgotten Respect, Navigating A Multigenerational Workforce and Pivot and Accelerate, The Next Move Is Yours! Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+

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