However in reality they have internal silos where they just care about their immediate manager supervisor no really about servicing their coworkers. It happens at my company…it is really frustating when you see people from materials, logistics, warehousing, that do not interact with our external customers no really caring about customer service experience.

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This post was mentioned on Twitter by JKWgrowth: Are You Listening?? Great points in this post by @KateNasser http://bit.ly/9ln8je...

It’s so true. Not everyone needs or wants the same thing, and they just want their needs met, their problem solved, not some canned scripted response.

To become the customer’s hero , we need to understand that our expectations are not necessarily the customer’s expectations, and we need to meet them where they are at right now, not where we think they are or where we think they should be.

Delivering excellent service is about satisify the customer; and to know what the customer wants, listening is imperative. Hence how come savvy companies are embracing social media, it allows them to “listen” in on what their customers are saying and respond accordingly.

But no matter our role or who our customer is (internal or external), listening to the expectation and delivering at or just above that mark, is key to success. The metrics, the morale, the retention, the costs/benefits will reflect a culture that listens to its customers – in sales, in referrals, in lower support costs, lower returns, in lower turnover, in higher morale, etc.

Great points.
…Shannon