Who Represents Your Client?

Posted by Susan Hoekstra on October 2, 2009

0 comments | 1402 reads

In your company, you probably have a sales, product, operations and finance department. You may even have a call center to support the business
. Each of these departments has their own agenda. Sales wants to drive more business to the firm, product wants to build more goods, operations builds processes, billing, and statements to support the business, and finance reports on the results.

Who within your firm represents your clients when decisions are being made, however? Because when you think about it, the objectives of individual departments are not necessarily to provide the best client experience. If you believe that everyone represents the client, chances are no one does when all is said and done, unless accountability has been put in place that guarantees that.

Republished with author's permission from original post by Susan Hoekstra.

Susan Hoekstra

Susan Hoekstra is author of The Service Journey. She has a proven 25 year history developing customer service strategies and solutions.

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