The Unsung Heros whose contibution to organization's success and well being is seldom recognized are truly the people working for total customer care though they are not officially incharge of that. They are the gladiators who steer through the storm and work diligently to pacify it in the larger interest of the company. Their motivation is not any lure of incentive but their professional ethics.
The marketing people, whose basic job is to generate the revenues for the organization are recognized easily but the efforts put in by people who work at back end, is relegated to nondescript position. They are seen as a burden while marketing people as saviour of the organization. They surf the brandwidth of the organization and bring in business by leveraging the goodwill of the company.
The irony is that whatever mangagement consultancy if disseminated at the top to bridge this perception gap, all goes down the drain with little solace to the tattered souls of those gladiators.
But the gladiators are born fighters, like phoenix they rise, they slog so that there is no disruption in smooth running of the organization. They are the spine of any organization. So I salute those gladiators and pray for their suceess and well being.