Customer Service Defined to Be Unforgettable
by Kate Nasser |
Leaders, how is customer service defined in your organization? In Wikipedia, you will find customer service defined as: the provision of service before, during, and after a purchase.
Customer service defined this way (as an operation) inspires few to the heights of service greatness. It does lead to structured processes, procedures, scripts, and metrics that leaders often mistake for customer service. As a result these procedures don’t produce unforgettable customer service.
To deliver unforgettable customer service, start with this simple effective definition:Image designed by: Kimb Manson Graphics for Kate Nasser. All rights reserved.
Build procedures, processes, employee training, teamwork, online and self-service portals around this definition — delivering knowledge with care.
How far-reaching is customer service defined this way?
Does it apply to …
- All industries? For example, Finance, Retail, Healthcare, Legal, Pharmaceuticals, Utilities, Hospitality, Dining, Airlines, Education, Bridal, Home Repair … Yes.
- Help Desks and Technical Support? Yes.
- Service to employees within an organization? Yes.
- Service to external customers of an organization? Yes.
- Business-to-business and consumer customer service? Yes.
- Online customer service? Yes.
- Self-service portals? Yes.
- Does it work for business, non-profit, academia, and government? Yes.
Why Does It Matter How Customer Service is Defined?
A definition held in the mind affects behavior.
- If your organization thinks of customer service as a department, you won’t see the cross teamwork needed to deliver great customer service.
- If your organization thinks of customer service as an operation, you won’t create strong customer relationships through empathy and care. Even if you develop them through the sales reps, you will see those relationships decline when service doesn’t include care.
- Many in the customer service profession define customer service is an attitude of caring. Yet those in the operational aspect often find that definition lacking. They say: “Where is the delivery?” You must deliver something!
- Knowledge and solutions delivered with care to make life easy for the customer.
- Knowledge and solutions delivered with care to make it easy for the customer to be productive.
- Knowledge and solutions delivered with care to make it easy for the customer to be profitable.
The key components to include are delivery (of something) and the aspects of care and ease. They build mutual bonds of success for your organization and your customers!
From my professional experience to your success,
Kate Nasser, The People Skills Coach™
Related Customer Service Post:
Super Customer Service Experience: Picture It, Lead It, Create It!
©2009-2013 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email firstname.lastname@example.org. Thank you for respecting intellectual capital.
Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.