Anyone who has ever worked in retail or sales knows the importance of good service, or rather the importance of stating how important good service is. But in the end it doesn’t matter how many times the word is said if the follow through is found lacking. Everyone has had experiences where a company hasn’t followed through on their word or employees are too wrapped up in their own conversations to even notice your presence much less help you find what you are looking for. Despite the decline in customer service in many of the traditional markets, there are some companies that still promote customer service.
Southwestern Company is a student-based sales company that helps educate and train students for careers in business and sales. Unlike many internship programs, students are given extensive training, first-hand experience, and an opportunity to help pay for their education.
Service is an important part of Southwestern’s policy, both to their students and their customers. Southwestern provides service to their students by providing training and teaching them leadership and responsibility skills; which they are then able to pass on to the customers. The importance of good service is a key part of each students training. Most of the Southwestern Company products are educational children’s books. While they would seem pretty self-explanatory, student sellers take the time to explain how to use the books so that each customer understands how to facilitate their child’s learning.
Service is a large part of what makes Southwestern successful. It has inspired lasting customer loyalty and strong, reliable employees. Other companies can learn from Southwestern and other companies that emphasize service. Service is not just a word to recite, but a concept that is put into practice on every level.
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