Be Responsible
Being responsible means many things. It can mean ensuring that customers receive the service they expect and deserve. It can also mean accepting the credit or the blame for how well customers’ requirements are met. Responsibility, particularly when there is a problem, can become very difficult to assign to anyone, particularly when things don’t go well with a customer. There can be a great deal of finger pointing and blame placing, none of which helps in your relationship with the customer.
If you are responsible for something that happened that negatively affected the customer, then you need to acknowledge it. This allows the corrective action process to begin without further delay.
Think of an example when you may not have claimed responsibility for something that occurred that negatively affected a customer. How did this affect the relationship with this customer?
How could this situation have been better resolved if you had taken responsibility earlier?