Customer Service Training TIps

Why Customers Shouldn’t be Number One

One of the most frequent concerns managers and supervisors tell me is how difficult it is to find and keep good employees. The issue will only worsen as it has more to do with demographics than economics. The real problem is many managers are too focused on daily operations and customer requests, and not focused enough on fixing underlying problems. As I share in my presentations on Managing Multiple Priorities as a manager, customers are not your first priority. Your first priority is improving ways to serve customers and create long term return on investment. So, to improve staff retention for example, it means spending the first 1.5 hours of your day on projects that a) result in hiring smarter and b) ensure existing employees are fully engaged. Then spend the bulk of your day on customer/operational issues. Finally, finish your last hour on administrivia.

 Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author.   For more tips, training tools or to inquire about engaging Jeff for your team visit


Today’s chuckle:

Those who race through life finish first. – Darrel Hunsbedt


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