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Customer Service Orientation struggles with failure-demand
As failure-demand increases to untenable levels, Customer Service Orientation suffers — struggling business’s first casualty.
Outdated ‘leaders’ (the job title undeserved) intensify success-crushing behaviour; they revoke all niceties, blame everyone and reward ‘ungrateful’ customers with reduced quality. At the same time tightening their control over a demotivated workforce. Dissatisfaction spreads across social media as instantaneous communication fuels customers’ pervasive influence.
A last chance for commercial survival focuses on improving customer service, for people recognise when businesses treat them with contempt.