Make your Customers your Priority

Instead of creating rules that your customers need to follow, it’s important to hire people who have strong customer service skills, according to Todd Palmer, PM’s “About Your Business” contributor. “Customer service isn’t a department—it’s a philosophy. Every decision is made with the customer in mind,” he writes. “With proper training, every employee understands the role he or she plays in the customer experience.”

Todd has a five-point recipe for creating an organization that is focused on the customer experience that he writes about in his column in PM’s August issue, titled “Create a Customer-Focused Culture.” Read the entire article here.