Within your customer service department, it can be easy to come up with processes and training so that your whole department knows what to do when problems happen, and what company-approved solutions are going to be the gold standard.
But the biggest mistake that many companies make is assuming that customer service is just for that one department. In actuality, everyone that works at a company works in customer service.
You provide good customer service if your accounting department is responsive to billing and payment questions. You provide good customer service if your warehouse department is able to ship on time and with no damage to anything.
Everyone has a hand in customer service, which means that it should be part of training and company ethos from day one. But in reality, what does that look like and how does it work?
This graphic helps to explain it in detail.