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What happened to Customer Service?


Leaving your customer with the sensation that they are highly revered to your organization, isn't that what customer service is all about? However, in order to obtain that level of connection wouldn't it help if every individual which touched the customer sincerely understood what service you are providing? If we go back to my core belief, expressed in other posts, "people want to do the right thing". Taking that at face value, it leaves our primary jobs as mentors and educators.



Many complicate this topic by blaming it on the generations, as a matter of fact that is where I was at when I started to think about composing this post. It is true in some ways that over the years our culture in America has changed. You can experience this by visiting different parts of the United States, for instance go to the deep South and you will get a different level of customer service then you may on either of our coasts. Yet that is really a scapegoat to avoid the root problem that we have as a culture surrounding customer service. If every one of your employees and subcontractors understood what your organization is trying to achieve and could correlate those objectives with the services delivered your customer service would skyrocket.  You know that feeling when you have had an opportunity to touch someone, help them through a problem, make their day better. The funny thing is good customer service is highly contagious, when you are treated with dignity and respect that naturally transfers to others.



You may consider:

  1. Inventing or enhancing mechanisms to facilitate input from the worker to improve a customer's operation and equipment performance
  2. Check in with your customer's when there is NOT a problem, just to see how they are doing
  3. Establish customer forums to listen and foster best practice sharing



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Next post:  annuity base, helps or hurts?

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