Rethinking the Value of Customer Service

A participant in one of my leadership workshops asked me two intriguing questions this week – Why do the jobs with the greatest amount of customer contact always pay the lowest wages?  And doesn’t that create a problem for our company?  That night, I asked the CEO of the company about this issue, and he told me that more than 90% of all customer contacts happen with the lowest paid people in their company – a pattern that was true for his entire industry. Now, this industry has a large retail component, and I don’t want to generalize too far, but I believe that this pattern creates very real problems […]