The Effect of Corporate Culture on Service Delivery

The best customer service not only delivers what is expected on time and in the right way, but includes a human connection that has the power to make any interaction something special. It would be easy to suggest that this can come about through application of a particular formula or process, but more probematically, it comes through people being themselves.

We live in a society where endless products, brands and services compete for our attention and custom. Often one key differentiator when selecting a supplier is the quality of service that is offered. It is often quoted that people make a decision to buy out of an emotional need rather than to satisfy logical reasoning. How important therefore is that engagement with the customer if it is not too provide a degree of enthusiasm, confidence or passion about your product and service?