Leaders in Service – The Route to Excellence

It’s been over a month since our first ever Leaders in Service Summit has passed, and what an event it was! Our aim here at Rutz Consulting was to bring world leaders together to share their knowledge, insight and expertise with our audience. The recently published British Customer Satisfaction Index 2021 at first glance doesn’t look much different to the one from the previous year! Yet the overall Customer Satisfaction across the board dropped by 0.1% to last year – it’s lowest since July 2015. This indicates to me that action is necessary to offer Contact Centre customers the best possible service and experience, my finding over the last 14 months? Our Customers need Compassion.

You may be reading this thinking, how does compassion come into play with our Customer Journey? 

The Oxford dictionary defines compassion as follows:
“Sympathetic pity and concern for the suffering or misfortunes of other”

Cambridge dictionary says:
a strong feeling of sympathy and sadness for the suffering or bad luck of others and a wish to help them
Merriam Webster says:
sympathetic consciousness of others’ distress together with a desire to alleviate it

How do we bring this together?
Recruitment: Be aware of the headache many jobseekers have experienced over the past year! 

HR: people suffer – make arrangements!

Culture: some countries and cultures are more impacted by the pandemic than others!
Wellbeing: Offering yoga classes is great – but is it enough? 

Process Improvement: Automation is key; it allows you to spend time where it matters!
Customer Experience is now more important than ever! 

During the Summit, we asked our speakers and guests to answer this question:

How comfortable are you in moving towards implementing a compassionate and heartfelt service delivery within your business?

Whilst 70% said yes, 20% said somewhat uncomfortable with 10% saying not at all. What would your answer be? Do you think your customers deserve compassionate service after the last 14 months? If we look at the definition of compassion again, surely ‘a wish to help them’ is an essential requirement of any customer service offering, role or business? 

If you didn’t have the opportunity to join us in our first Summit, you can join myself and our talented speakers Daniel Ord, Teresa Robertson, Sathya John, Helen Beaumont Monahan, B J Kennedy and Nuno van Dunem da Costa in our Panel Q&A. Here, our speakers share their views and expertise by answering questions put forward by our attendees 


As the first Summit, there were certainly ups and downs as with any new venture of a business, however through resilience, the compassion of others and teamwork, we managed to deliver the first event of its kind and raise £2400 for Maggies Forth Valley. This amount of money allows us to sponsor a full day at Maggies, allowing them to support Cancer sufferers and their families through their journey. 

I can’t wait to share with you our plans for next year’s event -will you be there?