When the CEO receives a complaint (and it is so easy to find a CEO’s email address now see www.ceoemail.com) it is often the CEO’s fault. Here’s why…
1) Complaints about call centres there are so many complaints about waiting times, being passed over etc. Many issues and reasons for the complaints are discussed in this post Call Centres. Most if not all boil down to the CEO. Who is putting the time limits on calls, making decisions about targets etc?
2) Rude staff – who is responsible for recruiting the people who recruited the rude staff? Who is responsible for ensuring that there are robust recruitment and disciplinary systems in place and who is responsible for recruiting that person? You keep going up until you reach the CEO. His/her fault!
3) Staff who don’t know where products are or how to carry out a service? Training is needed and again, who is responsible for that, one keeps going up until you reach the CEO!
4) Staff morale is low and they in turn provide poor service. Who is responsible for pay and conditions? Ultimately the CEO!
5) Staff don’t go the extra mile for a customer, they do the bear minimum. Who is responsible for putting in measures that make staff loyal to the company? That’ll be the CEO.
6) Sales go down because the CEO doesn’t care for his or her customers, just profits and this shines through all the way down through the ranks to the face to face staff because the brown mucky stuff starts from the top. Look at my posts about the previous Tesco CEO
If CEOs cared about what their customers wanted and listened to them they’d do what they want and the profits would follow. Just. Simple. Common. Sense. Not rocket science, common sense. So many a CEO got all the qualifications but sadly there is no qualification in common sense. Every company makes mistakes it is how they deal with the mistake that matters. That is down to the CEO too. Empower staff to make decisions, train them to make the right ones and the complaint won’t be escalated to the CEO. Simples. So many CEOs don’t see it.