Tag Archives: department

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happy customer service appreciative strategies

Happy Customer Service, Are You Sure?

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It is easy to stumble upon some interesting things when working with many different business sectors and people. Sometimes exactly what is believed to make them unique is really just a different flavor of the same thing. Does your brand or organization deliver happy customer service?

Same Thing Different Flavor

What is the different flavor? Every business feels they are unique, and in many ways, they are, but many are doing something very similar to their competition and they don’t even realize it.

One thing that I find with nearly every business is that they believe they are doing OK with customer service. Many believe that customer service is a department, and that the employees in that group have it all covered.

It makes me wonder, is sales a department? What about shipping and receiving, and let’s not forget accounting. The single biggest problem with most organizations is that when they grow big enough to have departments everything changes.

Sales may be a piece of the organization, just like shipping, accounting, or information technology. There may also be a help desk, technical support, manufacturing, assembly, quality control, and human resources. They are all departments.

Here is the most fundamental challenge that all of these departments face, they forget that they are all in it together. Internally there is often tension, political currents, and game playing. They try to put on the face of happy customer service, but are they successful?

No Words Just Expressions

Here is a different question, have you ever walked into a room or had someone approach you and the first thing that they say is, “What’s wrong?” No words were spoken yet, these are the first? Do you think about why? Perhaps it is because they read something on your face, an expression or a look.

There may be times that we are purposely trying to send a signal about our mood, but often we are not consciously aware. We are getting through our day. We might be thinking, worrying, or feeling stressed.

Why is there a different feeling on Monday or Friday? Why is there energy in the room, or none? Everyone is reading everyone else’s face. It is what we do. Consciously or subconsciously, we are assessing our environment. We are hard wired to do this.

Happy Customer Service

Just like we may often take for granted the expression on our face, organizations often do the same. More importantly, everyone looking on is trying to read your face. Watching and looking, they are perhaps wondering, is that organization happy. They may not talk about it or discuss but they are reading it.

You are all in it together. It is not about a department. It is about your culture.

What messages are your customers reading? What is written on your face?

Happy customer service?  (…or sales, shipping, receiving, technical support, manufacturing, QC, or HR…)


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 five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+

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Customer Service Culture not a Department

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Chances are good your mission statement has something reflecting the importance of the customer. Does your business have a customer service culture or a department?

Customer service culture

Well intending businesses everywhere believe that they are customer focused, are they? Let’s face it, we probably hear about a few customer service problems each week. Family, friends, social media, people talk about break downs in the customer experience.

When your job is directly connected transaction by transaction to maintaining the customer experience you probably hear more than just a few. Is your organization customer focused? Does it have a customer centric approach?

Not a Department

“I have a problem.”  You need to connect with customer service.

“I want to exchange this shirt I received as a gift.”  You’ll need to take it to the back corner of the store. Follow the signs for customer service.

“I opened the box and what I ordered is broken.” Let me transfer you to customer service.

Big Not Better

Many businesses grow just big enough to forget about the customer. It’s true, when the business is young and small it is cared for, but when it starts to mature it is sometimes left to fend for itself.

People rightfully believe that leadership starts at the top. Leadership like customer service is not a department. Both are about culture.

Success of the business is important and often requires layers of leadership as it grows. However, if the leadership team begins to spend more time behind the double doors of the C-Suite and less time on continuously building a customer service culture something might will get lost.

Customer Service Culture

Organizational culture is mostly about the values and beliefs of people, the team, and a group. Its concepts are collective and hopefully inspirational.

The people and systems that give an organization life are based on what they feel and see. Your customers have expectations, they are also based on what they feel and see. It’s not what you say, it’s what they experience.

One problem with the business that grows bigger but not better is that it loses its focus on the customer. Leaders stop talking to the front line. They stop spending their time working directly with the people who develop or deliver. Worst of all, they lose track of the customer.

Their feedback systems are all wrong. Their scope of focus is based on digits and dividends. Often they are trying to please the wrong people.

Build it to Last

Make customer service about a lasting culture. Stay connected to where things started.

Don’t put customer service in a box. It isn’t a department.

It’s a culture.


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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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