Coincidence? I think not.
I just read the Wall Street Journal article on the customer service hall of fame. http://247wallst.com/special-report/2014/07/18/customer-service-hall-of-fame/ . Is there any coincidence that several of the organizations rated highest by customers are those rated highest by their own employees? I think not. When employees feel heard, appreciated, and aligned with the organizations’ mission, vision and values they are much more likely to be engaged. When they are engaged, they are more likely to deliver great customer service. The converse is true as well. When employees feel powerless, disconnected and disrespected in their workplace, they are likely to treat customers the same way. The moral of the story is pretty obvious. If you want great customer service, start by being a great place to work.