For Customer Service Success, 'People Are Our Greatest Resource' Better Not Be Lip Service

"People are our most important resource" is a cynical platitude at many companies, ignored as openly as, say, "Safety is our first priority." But in a customer service-intensive business, explains customer service consultant Micah Solomon, it had better be the truth. You can't even come close to creating a customer-centric organization until you learn to effectively recruit, retain, and develop employees.