Why do we inflict bad service on customers?

Employees do not want to deliver bad service, and customers do not want to endure it.

But that is the experience we continue to inflict on each other!

What in your view are the root causes for this chronic problem?

Some that I can think of are:

1. Inappropriate leadership dashboards

2. Induction programs that are not customer focused

3. Equating absence of customer dissatisfaction with customer satisfaction

4. Functioning in isolated verticals or silos – design, purchase, accounts, etc.

5. Ineffective cross-functional communication

6. More……….

You are invited to add more to the list…..