In the past, companies – both small and big – used to overlook the importance of customer service (let alone customer service philosophy). They would hire a couple of mediocre-at-best managers and hope for the best. Those days are [luckily] over. Today, customer service is looked upon as a vital element to the company’s success and is perpetually used as a competitive advantage. With the buzzword ‘engagement’ gaining momentum, it’s anticipated that you adopt the new philosophy if standing out is your goal. You might be thinking – isn’t it enough to have a customer service staff that does its job well? And while in theory, it is, in reality, establishing a few guiding principles delivers better results. What’s more, they empower every individual to take more responsibility when dealing with atypical queries from customers.