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Lead on Purpose

customer-serviceMany blog posts have been written about customer service. Add those to the many magazine articles and books, and it’s safe to say there is no shortage of advice on quality customer service. Serving the customer is an important topic, and given the importance of keeping customers engaged, it’s amazing how many organizations still don’t get it. Too often the sales agents and support engineers taking the calls either are not empowered to make decisions, they are too lazy or they just don’t care. It’s sad to think that a companies with great products would not make customer service their highest priority.

In almost every case, when customers (or worse, potential customers) feel they received substandard customer service, they automatically blame the person across the counter or on the other end of the phone. However, the culpability ultimately rests on the leaders of the organization. What happens at the customer…

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