Gartner Research

The 10 Habits of Highly Effective Customer Service Organizations

Published: 26 August 2014

ID: G00262315

Analyst(s): Olive Huang


Gartner observed 10 habits from some of the industry's best-run customer service organizations in terms of leadership, culture, processes and tools. This research looks at these habits to help customer service leaders and IT leaders supporting customer service build the customer service strategies.

Table Of Contents
  • Key Challenges



  • Habit 1: Don't Just Do Things Right … Do the Right Things Right
  • Habit 2: Make the Customer's Perception Your Reality
  • Habit 3: Follow a Visionary Leader
  • Habit 4: Adapt to Change Much Faster
  • Habit 5: Respect the Customer Service Team
  • Habit 6: Discuss Employee Engagement in the Boardroom
  • Habit 7: Believe People Are Complex, and Organizations Are Social Entities
  • Habit 8: Provide Opportunity for Autonomy
  • Habit 9: Provide Opportunity to Learn and Master Subjects
  • Habit 10: Create a Culture of Reuse
  • Why Are Organizations Not Doing This Already?
  • How Can Gartner Help Customer Service Leaders and IT Leaders Supporting Customer Service Overcome These Inhibitors?

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