Whatever you do, your customer will see it. Eventually every hidden aspect of your Organisation will be found out by them.

And in today's communicated world, this can be transmitted to the world at the speed of light. Your customer service is now transparent ... whether you like it or not.

Problems and foul-ups are there indefinitely when posted to websites, message boards and the like. And so are recommendations and praise.

The customer truly is king.

To deal effectively you need to join in the conversation, listen and learn, leave your ego outside, and deal with issues honestly and simply.

The customer is NOT always right, but their opinion will always be there and they ARE always the customer

This is the age of Transparency.

So you need 2 systems:

1. A system to ensure you mainly get it right ... and continually improve, and

 2. A system to listen and engage with the feedback that will arrive anyway.