When customer service problems occur and the culture is not customer-focused, the important question for the organization is "how do we fix our system?

We fix it by committing to the customer and setting up an environment to support it.

The organization should establish a good customer service department

Explanation:

Customer service : This is a service an organization give to their customers in order to encourage them to continue to patronize the organization products and services. These services ranges from After sales services, home delivery, pleasant atmosphere, personal attention. For an organization to survive in today's competitive business world, then such an organization have to have a good customer service. The marketing concept states that the satisfaction of a customer is the reason for a business existence. Which means that all organizations activities should be focused on customers need and wants. The satisfaction of the customers should be the central mission of the firm.

The organization can give customers a detailed information about the product or service and also attends to customers complaint promptly so as to protect the image of the organization. In the sense that, if customers continued to say bad things about the organization poor customers service to others its capable of affecting the image of the organization which will also tell on their sales level. The organization can also ensure that customers are given the right to voice out their dissatisfaction about the organization and also engage with the customers to get their feedback about the organizations service and what they could do to improve on their service to customers.

If the organization culture is not focused on the customers, then such an organization has to have a rethink and let their focused been on the customers because their survival in the competitive business world of today's depends largely on their customers and their continued patronage. The organization can fix their system by cultivating the culture of having their customers the centre point of the organization in order to ensure the continued survival and the success of the business. They can effectively do this by establishing a good customer service department in the organization who will promptly attend to customers complaint and quickly address them.