Project Management

Can We Relate? Connecting Superior Service to Superior Staff

Mike Donoghue is a member of a multinational information technology corporation where he collaborates on the communications guidelines and customer relationship strategies affecting the interactions with internal and external clients. He has analyzed, defined, designed and overseen processes for various engagements including product usability and customer satisfaction, best practice enterprise standardization, relationship/branding structures, and distribution effectiveness and direction. He has also established corporate library solutions to provide frameworks for sales, marketing, training, and support divisions.

At the core of a business are the people that make it function. While it may be important to have products and processes in place to establish the façade of an organization, it is through the work, dedication and drive of associates that a business exists, grows and flourishes.

Customer service, in all its capacities, begins at the staff level. However, it should not be considered a personal responsibility or even one simply defined within specific occupational roles; instead, it needs to be integrated as part of the daily activities of an organization and incorporated into the very being of its operation. It needs to be associated with the organization so freely as to be considered a vital component of the company’s vision, mission statement and values.

The idea of customer service is not just about buzzwords and half-enthusiastic attempts, either--too many times, organizations have been guilty of forming collaborations between executive management and staff to make radical changes in their organization only to fall flat because of a lack of enthusiasm that can be associated with the “Here we go again!” syndrome. To create an environment of service and support, it has to become a form of unspoken mantra that is practiced and believed every hour and every day--and not just the latest attempt to rally the employee base around a half-baked …


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"I like Wagner's music better than anybody's; it is so loud, one can talk the whole time without other people hearing what you say."

- Oscar Wilde