“Too often, customer service is viewed as a department, a designated employee’s job role, or someone else’s responsibility. Because of this limited view of customer service, many employees are content to simply execute a series of mandatory job functions until the end of their shifts—blissfully unaware of the myriad opportunities forfeited to make lasting positive impressions on their customers.

To expand on this narrow definition of customer service, I’d like to submit my own definition for consideration: Customer service is a voluntary act that demonstrates a genuine desire to satisfy, if not delight, a customer.”

About the Author
Steve Curtin has 20 years of experience between hotel operations, sales and marketing, training and development, and customer service roles working for Marriott International, one of the premiere customer-focused companies in the world. Steve is an accredited member of the National Speakers Association. Since 1992, he has delivered interactive and engaging presentations on three continents, in six countries, and 26 states, and has delivered over 600 presentations to more than 20,000 people.