A lot of business owners do not give attention to one resource that can make or break business success. The human resources of a company are vital to operations.  Owners and top management must make time to understand that employee actions can have an impact on business. Employees should be made aware of expectations by management. Management on the other hand should know how to maximize actions to improve productivity and sales.

There is an old saying that “the customer is always right” and management should check if employees have not forgotten such old adage.  Many employees not only ignore customers but also show some negative attitude towards customers especially when they feel that the customer is unfairly treating them.  Such a scenario creates a really bad image of the business and this is clearly poor customer service.  If the company places high value on customer service, then time and effort should ensure that a high quality of customer service is maintained. Management should see to it that employees are not only aware of customer service policies but practice them when dealing with customers. Every employee must be customer service personnel.

Training is important to implementing customer service protocols.  New employees much go through orientation and training. Current employees must be evaluated and updated in terms of knowhow on a regular basis.

A very important aspect of customer service is the overall appearance of personnel.  Uniforms and badges promote a positive look for customers visiting the business. This makes it very important that management make time to monitor employee appearance and make rules and regulations to this effect.  An example is the ruling on uniforms.  Employees who are not wearing the proper uniform should not be allowed to work.  Company uniforms especially for shops and stores project security and corporate image.  Customers know who to approach and whom to address concerns.  This also assures that those in uniform are authorized to deal with customers.

If the business entail sales representatives who go to customers then these employees must be made aware that their actions is a projection of the company.  They should carry themselves in a manner that would be a good representation of the company and its values.

Courtesy to customers must always be maintained.  When customers complain of discourteous and rough treatment by personnel, management should not ignore the complaint but investigate and address the issue.

There are instances that customer service is affected if management does not treat employees well. This will be shown on the behavior and actions of employees. Low productivity and morale are indicators of this situation. If there are constant complaints from customers then this should be investigated and analyzed why it is happening. Demoralized and unmotivated employees are sure means to hurting the business.

Business owners or management are sometimes not aware that customers would rather give business to the competition rather than sticking with poor customer business.  When customer complains this should be given immediate attention.