Have you been to customer service hell? Of course, you have. It gains more ground in our world every day. Personal responsibility is in decline. There are many facets to good customer service, but there’s one principle that underlies all of them: personal ownership. Good customer service happens when an agent takes personal responsibility for solving the problem. Bad customer service happens when the agent does the minimum necessary to make it look like they care. Personal responsibility is the only context that results in great customer service. Everything either flows from this or not. In this article, I’m going to show how some customer service basics (that aren’t basic anymore) connect to personal ownership so you can either deliver or manage a great customer experience.