Comments on: Customer Service Defined Then Make It Unforgettable.

By: Kate Nasser

Kate Nasser — Thu, 15 Jul 2010 18:56:41 +0000

YES Barry, it most definitely includes solutions. I too have results/action driven. The reason I didn’t specify it in the definition, is that I wanted something broad enough to even include info centers that do not provide solutions. In terms of action, you deliver whatever the customer needs and whatever you promise toward that end. The definition does include every aspect of what you would deliver to a customer — even onsite service!

When you deliver a “solution”, you are using your knowledge. When you deliver a technical fix, you are using your knowledge. When you provide info, you are using your knowledge.

I do very much like your question and it gave me pause to think it through even more. IF you or any read thinks it critical to add “solutions” to the definition, I say go for it. It doesn’t weaken it. I wouldn’t add much more because — the more it sounds like a complicated corporate mission statement etc… the less likely it will be remembered, embraced, and used.

Kate

By: Barry Dalton

Barry Dalton — Thu, 15 Jul 2010 18:26:21 +0000

Can’t argue with that definition. (whew! this has been a week of definitions So, in that respect, I’m looking forward to your follow ups to address how organizations practically apply the definition.

One thought/question to you Kate. In your mind, does “knowledge” in your definition encompass “solutions” as well. I guess I have an action orientation. so, when I think of what customers want/need, they need information that is actionable; they need solutions. Thoughts?

thx
Barry

By: Rob Greuling

Rob Greuling — Wed, 08 Jul 2009 14:04:48 +0000

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

By: Joe Williams

Joe Williams — Sat, 04 Jul 2009 14:50:01 +0000

I liked how the definition passes the test of being far-reaching. Simple in scope, yet powerful in reach.

By: Schuyler

Schuyler — Thu, 02 Jul 2009 16:09:53 +0000

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?

By: Wayne

Wayne — Thu, 02 Jul 2009 03:05:33 +0000

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

By: Greg McAllister

Greg McAllister — Wed, 01 Jul 2009 14:45:51 +0000

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