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The goal of good customer service is to eliminate the root causes as to why a person to complain or criticize the company. As an example, the management at does not merely view their customer service department as the customer satisfaction monitors or quality-control assessors. Rather, they see it as a research lab to understand and improve customer service. Their motto, to make it “easier and easier for our customers to do business with us,” is reinforced within the company.

Royal Caribbean Cruise Lines is a leader in customer delight. Back in 1971 (when they had only one ship), an employee would retrieve all of the customer comment cards from every cabin at the end of the trip. The results were then tallied (including written comments) and the findings were then reported to the ship’s captain prior to the next cruise.

The company now has 22 ships, millions of passengers and thousands of employees. Before each cruise begins, the entire staff receives all of the feedback from the previous cruise. They know what worked and what did not, and they are able to curtail their service to make the next cruise even more enjoyable.

Imagine how much better every company would be if they actually acted upon customer comments. Doing business would be delightful! Linkedin BtSEO