Many of the readings on customer service that I will summarize in this blog deal with how to improve customer service, and develop a customer service culture in organizations. In customer service literature, the emphasis tends to be on doing things to people, such as "engaging", "empowering", "recognizing", "incentivizing" employees.
That's all very nice, I'm sure, but whatever happened to personal responsibility? Why wait to be engaged, empowered, recognized, incentivized, or in any other way manipulated? Are we at best cute little puppies to be trained to turn tricks for treats? I would like to think that there are people out there who need no masters but themselves, who find that serving others is inherently good, and intrinsically rewarding.
But back in the real world, I suppose the experts recognize that such people are rare, or not likely, if they're that good, to be working in customer service. Still, one can dream. Nice doggie.