Customer Service is More Than Marketing, It's A Culture

Suffice to say that marketing should never be something left ONLY to the marketing department. Marketing is something that everyone in the company from top to bottom should be responsible for. Strategies and implementation come from a marketing department, but it's up to those involved to execute the plan.

Nothing frustrates me more than employees or customer service reps who know nothing about the marketing that is being advertised to the general public. When I walk into a restaurant and mention an online special I expect the employee to know, not take fifteen minutes of my time to ask the manager simply because they were not informed.

Good customer service is not just something you turn on and turn off, it should be a part of the office culture. Be aware of what customers will be asking for, educate, train, and prepare. I can't stress this enough. If you're promoting something for your product or service, be sure that your employees are aware of it, savvy enough to respond to it, and capable of handling it.