When Caring is not Enough

Customer service enters the 21st century facing four tough business challenges. At first glance, they might seem mutually exclusive:

• The customer’s need for value balanced against the shareholder’s need for profit
• The customer’s need for special attention balanced against the manager’s need for productivity
• The organization’s need to appeal to more “profitable” customers balanced against its commitment to serve all customers
• The customer’s new demands balanced against the organization’s ability or willingness to meet those demands