American Way Why is customer service so
Mike Faith: Customer service people are the ones who make us money. Everyone else is overhead, including me.
American Way: How do you make customer service a priority?
Faith: We never flinch at spending money for hiring or training. We don’t think of customer service as a profit-and-loss item; we think of it as an asset. Only about 1 in 30 applicants is hired, and we spend a lot of time with them. They have three in-person interviews. They spend time on the phone with both a psychologist and a voice coach, and then spend half a day in the call center listening to others.
American Way: Is the customer always right?
Faith: I believe that the customer can be wrong. But even if we don’t agree with them, they still deserve our respect.
American Way: Any advice for others?
Faith: Spend time and choose customer service employees wisely upfront. If you treat them like a valuable asset at the front of the company, you will more than get back what you put in.
— Beth Snyder Bulik