Everyone likes to think they give good, perhaps even great customer service.
As buyers, we know this is rarely the case and it would be unwise to think that the failings we see with the suppliers we buy from aren't happening with:
- our own businesses -unless we've done a lot of work on systems and processes and staff training.
- our competitors
This provides an opportunity to real stand out.
However a key message is that you must get much more specific than trying to improve "customer service."
It's become one of those clichés that mean everything and nothing.