Everyone goes on about giving “great service”. But it still doesn’t have the profile of other job roles, especially at executive level.
Look at these job roles on Linkedin.
No mention of Customer Service. Scroll further.
Nope — further?
Nope — surely it’s in alphabetical order. Must be on the next screen right?
Linkedin and so many other companies just don’t look at Customer Service or Customer Experience as a profession. Legal is, Arts and Design is, even Support is a role. But Customers? No room for them or the role.
Oh yeh sure, everyone serves the customer or someone who does right? Sure, but that’s a cop out which minimises the role by implying that “Oh yeh, everyone does a that (read — a bit of that)”. IF everyone does it, no one is responsible.
If you want staff to take service seriously, then make is a serious cross divisional role.