Most organizations in Malaysia are failing in the Customer Service industry due to a simple truth. They just really don’t know how to provide the customers a special feeling that is so important. Some call it the “Warm n Fuzzies” or it is better known as Customer Experience.

Many in the industry are really spending most of their budget and time on technical, systems and product knowledge training. They are setting themselves up to fail when soft skills are push further and further down the checklist. It is without a doubt that the mention trainings are important but it must be balanced out with the most important element “The People”.

We can have the best technology and products in the market but when your people are failing you then all of these is redundant. People keep coming back to give you more business when they feel a strong emotional attachment to your company’s services and products. When that is achieved then only will the companies see tremendous growth.

Many organizations in Malaysia have yet to learn this well. Spending time and money on the people will help the companies to go further. Getting the right people with the right mindset is also very important. Look at Mac Donald’s, KFC , Coca Cola and others. They will never go under because of their commitment to give the best CUSTOMER EXPERIENCE consistently. Enough of complaining, it’s time for these companies to buck up and remember what is going to push them to the next level…”The People “