Good customer service is like art: We know it when we see it. And we instinctively return to brands that promise — and deliver — frictionless, consistent, and positive experiences. The businesses that do this usually bear the hallmarks of a solid service culture: responsive leadership, accountable call-center representatives, and an overall sense of trustworthiness at every level. Customer-centricity is so crucial that companies often tout it as a prominent internal value. Yet, despite this commitment, many businesses falter in their efforts to deliver …
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