Customer service is a term that gets thrown around these days with almost no consideration for what customer service actually is. Almost any job listing for a position that requires interaction with the customer will indicate the applicant must have strong customer service skills. What exactly is this supposed to mean?
The fact of the matter is that what one person considers exemplary customer service could be considered mediocre at best by another. If we all had a better understanding of what constitutes excellent customer service this confusion might not be so common. In an attempt to better define customer service the following guidelines have been established:
- The most important person in any organization is not the president, CEO, or owner, but rather the customer. Without the customer a business has no purpose and ceases to exist.
- The customer does not need your business but your organization is wholly dependent upon the customer's business. If your business did not exist the customer's needs would be satisfied by another organization. Customers are not a right of doing business, but rather a privilege.
- The customer is the reason for going to work. Do not look at the customer as an interruption of your work, but rather as the reason you have work.
- Your customers are doing you a favor when they call, be it for assistance, more information, to check on a project, or to place an order. Never think that you are doing the customer a favor by assisting them with their needs.
- Think of the customer as part of your business, not as an outsider. When you begin to look at the customer as a vital partner in your business exciting things begin to happen. Both parties have an interest in each other's business.
- A customer is not a statistic, journal entry, or a data cell in a spreadsheet. The customer is human being just like everyone else. Your customers have emotions, needs, fears, and desires just like you. Treat the customer as you would like to be treated.
- Never argue with the customer or attempt to out-wit them to prove a point. Rather try to come up with a win-win solution that benefits both parties.
- Customers come to an organization with their wants and needs. It is the business' responsibility to fulfill these wants and needs, or someone else will.
- Provide the most courteous and attentive treatment as possible. The customer deserves it and will likely remember the way he or she was treated long after his or her immediate want or need is satisfied.
- The customer is the lifeblood of every business. Without customers a business fails to exist. Never forget this and be sure that all team members in your organization understand this as well.
These guidelines are by no means an exhaustive definition of what customer service is. Rather let these serve as a solid foundation for providing exceptional customer service in your organization. Think of ways in which you and your team members can improve on and add to this list. Before you know it exciting things will begin to happen and you will quickly build a strong base of loyal cutomers.
Now go Maximize Possibility!
Other blog posts you may be interested in:
- What Time is the Three O'Clock Parade?
- Being a "Yes Man" Helps to Create a Powerful Customer Experience
- Angry Customers Mirror You
- Don't Let Customers Ruin the Experience
Chris Young helps organizations Maximize Possibility through talent management, cultural transformation, and strategic intervention. Bring Chris in today!
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