Customer Service Myths That Won’t Die!
by Kate Nasser |
Customer service professionals and leaders need always remember that great customer service is defined by the customer and from the customer’s perspective. Yet as with most professions, the temptation to see things from the inside often takes control and drives beliefs.
When this temptation controls for too long, the beliefs become ingrained. These deep-rooted customer service myths can sink long term success.
Here are 4 of these customer service myths that won’t die. What would you add to this list and how can we finally bust these myths from the soul of customer service?
MYTH #1: Delivery is more important than how you treat the customer. There are many who believe that as long as you deliver the goods or solve the customers’ problems, the customers will be very pleased. Not true.
Remember, if you stress the customers out along the way — they will remember the negative even if you deliver in the end. They start looking for companies that can make service easier next time.
MYTH #2: If you can’t measure it, it doesn’t exist. Baloney. All the discoveries humans have made existed before we discovered them. Metrics are a valuable tool for humans to make decisions. They are one means to an end — they are not the end.
Believing that metrics are the heart and soul of great customer service is a very dangerous myth.
MYTH #3: Customers separate customer service from customer experience like companies do. Are you laughing as much as I am at this one?
Customers don’t care what you call it. They want every aspect of products and services to meet their needs and be easy to use!
MYTH #4: If you treat customers well, you teach them to be demanding and unreasonable. Huh? How did that one get started and plant its long roots into the customer service psyche?
Let’s replace that myth with the truth: If you treat customers badly, they eventually go elsewhere.
What other harmful customer service myths do you want to bust apart? I welcome your customer service voice in the comments section below.
From my professional experience to your success,
Kate Nasser, The People-Skills Coach™
©2011 Kate Nasser, CAS, Inc. Somerville, NJ. If you want to re-post or republish, 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, customer service, customer experience, and teamwork. She turns interaction obstacles into business success. See this site for workshop outlines, keynote footage, and customer results.