(PRWEB) August 17, 2005 — According to talk show host and author Ed Horrell, the focus of customer service is shifting from the process of how business is done to the people doing the business. This is raising the bar of service for many companies, providing better custmer service for many customers, and causing headaches for companies who don’t put emphasis on their people.

“The focus on customer service is shifting currently. The shift occurring is the emphasis on people and values as opposed to the previous emphasis on systems and methods. This is going to impact service and business in many ways during the next half of this decade”. This, according to radio talk show host, speaker, and author Ed Horrell, is going to result in profound changes in the way many businesses conduct their business and in the way customers get served.

“Many customers have simply had enough indifference and are beginning to do something about it” says Horrell. “Too many are sick and tired of being blocked by technology, talking to people who don’t care about their service, having to explain problems to individuals who barely understand, or simply being made to feel as if they are not important when they are spending money with that company. They are fed up”.

Horrell says that he experiences these frustrations from his callers, e-mail interviews, guests, and audiences as he shares customer service examples from the leaders is service. “Employees are hearing about the companies that treat their employees with respect, such as Chick-fil-A, the Ritz-Carlton, L.L. Bean, and others, and are thinking ‘Wow….that’s the way it should be done.’ These companies have learned that the way they treat their employees is going to be the way they treat their customers. This correlation never fails…it is infallible.”

Horrell goes further to say that competition is allowing consumers to choose who they want to do business with and one certain type of company is winning the battle. “It is becoming more and more apparent that companies who take the time to simply show some kindness to their customers are luring more business to their companies. It is taking place right now. Companies hiring people with good attitudes are leading the revolution in customer service. Good systems with bad employees don’t work. Good systems with good employees results in great service. Companies are realizing that skills can be taught, attitudes can’t. Hiring people who are kind and courteous by nature, who get along well with others, overcomes most product or service problems. Customers don’t’ expect perfection. What they do expect is to be treated with dignity and kindness when they have a problem. Too few companies “get this”, but more are learning it”.

Horrell says his interviews with business leaders are similar in one regard. “There is obviously less tolerance for employees with poor attitudes today than in a long time. This is especially true in smaller businesses.”

“More companies know that keeping existing customers is cheaper than acquiring new ones. This is old news. What they are realizing today, however, is the direct correlation between how they treat their employees and customer retention. Happier employees retain more customers. Employees treated with kindness and courtesy pass the same treatment to customers. The leading companies are shifting towards that better employee treatment and empowerment. These are the companies that will lead the way in this new customer service direction.”