Customer Service is a Core Value, not a Core Chore
Take Marketing 101 and the textbook will tell you that good customer service is one of the primary components of any operation, but what about customer service within CPA firms or CPA-owned businesses?
It shouldn't be any different. In fact, customer service-as a component of marketing-should be part of the businesses' core values, right alongside ethics, abilities and other traits.
Marketing experts also say that if customer service is at the core of a business, then employees undoubtedly will know how to face any situation, regardless if they believe they can't help the customer in various circumstances. Instead, employees will rely on their knowledge of the company itself, falling back on the components of good service and related issues.
Testimonials also helps spread the word. Try asking employees for specific customer service stories they can share with others to encourage everyone to work together on behalf of the company.
Voice of the Editor
Which isn’t completely true. I mean, occasionally I drop by when I manage to sneak out of the nonstop frat party over at Going Concern, but I’m mostly a wallflower over there. I’m happy to say that I’ve been given express permission (or explicit orders, if you like) to wander over here to AccountingWEB more often.
Why is that, you might ask? My job is to replace the irreplaceable Gail Perry as Editor-in-Chief. What does that mean? I don’t really know! I think it’ll be fun getting a feel for things, throwing in my own thoughts here and there, and listening to the discussions you’re having about the accounting profession.