The Golden Rule

The interesting thing about truth is that it is timeless. Within the “golden rule” lies the universal truth, ‘do unto others as you would do for yourself.’ By applying this maxim, a person (or a company) dramatically improves their chances of interacting with a fellow human being in a positive and productive manner.

The trick is, as with most universal truths, people have a hard time following it. This includes companies.

The Necessary Compromise

There isn’t a modern business out there that doesn’t, at some point, list “quality” and “customer service” as a core value, just as we do at eLearning Innovation. But “profitability” and “efficiency” are also core values that any successful business holds.

Profitability and efficiency will not always align with Quality and Customer Service. Frequently, a compromise must be made between the two. This is not, in and of itself a problem. Rational and reasonable people will understand that a company exists to make money, but that the company also needs the good will and support of customers to make that money. All good business is a transaction, and transactions are a kind of compromise. The problem comes when that compromise is not acknowledged. If marketing and advertisements tell customers that they are the focus, but the customer, personally experiences numerous instances where they are not the focus, a customer will rightly feel that they have been lied to.

The Truth

For most companies, providing customer service is not their primary product. But there is value in providing quality customer service. At eLOCS Help Center, customer service IS our business and our philosophy IS client centric. We know there is danger in losing customer good-will if our service involves practices that are inherently frustrating. We treat our customers as we want to be treated ourselves. That’s the Golden Rule and that’s our truth.