The problem when someone feels burned out, bored, unchallenged, or stifled by their work is not the job itself but rather the environment and playground rules given to them to do the job at hand.
Tony HsiehRead
Customer service shouldn't just be A department, it should be the entire company.
Interpretation
What this quote means
Customer service is a fundamental aspect that should involve every part of a company, not just a single department.
In this quote, Tony Hsieh emphasizes the importance of embedding customer service into the core of an organization rather than limiting it to a specific department. He suggests that a company should cultivate a culture where every employee, regardless of their role, contributes to exceptional customer experience, ultimately leading to overall success and customer satisfaction.
Themes
Customer ServiceCompany CultureBusinessSuccessCustomer Experience
In practice
Example use cases
In a team meeting when discussing strategies for improving customer satisfaction.
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All quotes βTo WOW, you must differentiate yourself, which means do something a little unconventional and innovative. You must do something thatβs above and beyond whatβs expected. And whatever you do must have an emotional impact on the receiver.
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I believe that there's something interesting about anyone and everyone - you just have to figure out what that something is.
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Your personal core values define who you are, and a company's core values ultimately define the company's character and brand. For individuals, character is destiny. For organizations, culture is destiny.
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