On an average day, most people will deal with a customer service representative anywhere from one to five times. Some customer service experiences are classified as “good” while other are disdainfully referred to as “bad”. If someone experiences what they would consider good customer service, they typically just about their day as if nothing out of the ordinary happened. If this same person experiences bad customer service, they will not hesitate to tell everyone who will listen. Typically I ignore the latter of the two for one very important reason: does anyone really know what good customer service is?
In the final analysis, great service teams are a direct result of projecting the right attitudes toward the customer. Every management team who understands this will consistently provide an exceptional service experience to their customers. This is because when everything is said and done, the only real memory that customers will take with them is how they were treated by the people who had served them. Let’s briefly look at the six essential attitudes and how they affect the perception that others will have of our service:
As many of you know, I have made it my mission to change the world’s view point of customer service. Too many people today have just accepted the fact that no matter where they go, they will receive less than acceptable customer service. THAT’S NOT ACCEPTABLE!
Providing outstanding customer service is one of the most rewarding yet challenging activities within your organization. Exceptional organizations that provide outstanding customer service will experience the following benefits: