I think that’s an easy way to justify not doing your job, but I don’t buy it.
Customer Service is a skill, and as such, can be taught to anyone who’s willing to learn. And truly remarkable customer service can have a real and measurable impact on a company’s bottom line. But almost no one in America provides the kind of totally awesome, over-the-top customer service that can move the needle on a company’s bottom line. That level of customer service doesn’t come naturally to any of us. It has to be taught.
My opinion? If a manager won’t or can’t teach it to her employees, she’s not doing her job.