Customer Service Defined Then Make It Unforgettable.
Jun 30th, 2009 by Kate Nasser
Do an internet search on the definition of customer service and you will read definitions like how companies deal with their customers. This is a not a definition of customer service. When it is used as a customer service definition, it leads to structured processes, procedures, scripts, and metrics that leaders mistake for customer service. As a result these procedures don’t produce unforgettable customer service.
To deliver unforgettable customer service, first start with this simple, effective, and far-reaching definition of customer service:
Graphic By: Kimb Manson Design Studio
Making the service unforgettable hinges on how the knowledge and caring are delivered. Build procedures, processes, personnel training, teamwork, and online portals around this customer service definition.
Would you like to test out just how far-reaching this definition is? Let’s do it.
Does it cover:
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Many industries? Retail, Healthcare, Legal, Finance & Banking, Pharmaceuticals, Energy, Hospitality & Dining, Airlines, Education, Bridal, Home Repair, … Yes!
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Help Desks and Technical Support? Yes.
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Service to employees within an organization? Yes.
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Service to external customers of an organization? Yes.
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Business-to-business as well as consumer customer service? Yes.
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Online customer service? Yes.
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Self-service portals? Yes.
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Does it cross cultures? Yes.
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Does it work for different personality types? Yes.
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Does it work for business, non-profit, academia, and government? Yes.
I will be delving into many more aspects of how to produce unforgettable customer service using this definition. Click the RSS button on this site to get updates and sign up for the free newsletter (Smart SenseAbilities) from the home page of this site for additional insights.
To get started on making customer service unforgettable using this definition, read my other post on this blog:
http://katenasser.com/ace-your-next-customer-service-moment/
I welcome your comments about this definition of customer srevice and your questions below in the comments field. If you wish to reference information from this blog post, please credit the URL. Many thanks.
Kate Nasser, The People-Skills Coach and Customer Service Maven!
Having been in customer service & support for over 35 years I have never accepted the saying, “The customer is always right.” I could probably count on 1 hand (and not get past the pointer) how many times that has been true. Quite the contrary, the customer only knows what his problem is and is coming to me to solve it. I have been looking for a way to concisely define what I do for a long time. Thank you for “solving my problem.” You have defined what I do wonderfully.
GregMc
Kate: very good stuff – you have an excellent grasp of what “customer service” really is. Are you familiar with T. Scott Gross? I think he’s a very powerful instructor of customer service ideas and has been a great help to me. I’ve subscribed to your newsletter….I think I can learn a lot from your ideas. Glad to have found you! Wayne
Thank you for this precise but simple definition for a common idea that is so broad. How does this apply when working in department that provides service internally to other departments or employees?
Do you have any input on how I can pursue opportunities to get start on call center careers in health care industry or home repair services?
I liked how the definition passes the test of being far-reaching. Simple in scope, yet powerful in reach.
Unforgettable customer service can be either a good or a bad memory. There will always be those customers that can’t seem to be satisfied. If they’re beneficial to business, we shouldn’t give up too soon. In some cases we’ve possibly just not found the right combination to satisfy them. Raving fans are created first by ensuring that the “T’s” are crossed and the “Is” are dotted at every opportunity provided to interact with customer(s). It’s the basic blocking and tackling of customer service that everyone on the team should be proficient at. It’s consistent follow-up while communicating to educate customers throughout events of what to expect, when to expect it, by whom, and then what you’ve done to take care of them. Then go above and beyond – Do something extraordinary that’s not expected. Often, it may not cost more than just a little time and attention.
You can’t forget the financial side of the business, but when dealing with an escalated customer situation, far more can be lost in the long run that the apparent current costs associated with the situation. It can be a difficult decision. Customers don’t want to change providers as it costs them time and money. Part of our job has to be to help them recognize and buy into the value proposition we’ve created. Make it easy for them to say “yes”, and to stay with you at every opportunity.
To have a viable company you need at least 1 thing – customers. Money to fund a company can come from many sources, but every customer has to be won, valued, and kept.
Rob Grueling
Zone Director, Masterplan