Responses | Date | Author |
Hi, World Class Customer Service, the definition of World Class is over used. I say this because when you look at your training, all the things you say are there in all the other training delivered. For me the trick is walking the talk; but doing it with the simple goal of walking the talk. I need to explain that a bit. If my objective is to actively listen, I will focus on what I need to do to meet the customers request. However if I change my objective to listen to understand, that totally changes my thinking and approach. But that's just one thing, another important aspect is often not said by the customer. Think about the supermarket checkout, some customers want to talk and others just want to get out and home. If you get it right for the customer in front of you their experience is the one they wanted. Think about your regular shopping do you go to a particular assistant or checkout? In my training I focus on getting into the customers shoes, which you probably do too. I try to take them on their customer journey, what makes the service excellent for them. Then get them to turn it round, if you were delivering a service to you, what would excellent look like. After all customers are people, just like you and me.
Also I had a look for a definition and came across these two links: https://www.superoffice.com/blog/five-ways-to-deliver-excellent-customer-service/ This looks at response times to emails and communications, do we think about that? Also the bread example is a good one for listening. Also thinking about as the service provider, what do you want? So the long term relationship is key for me.
http://www.managingamericans.com/BlogFeed/Sales-Business-Development/What-Is-World-Class-Customer-Service.htm This starts a debate and gets you thinking about the definition of 'world class customer service'. I like the points at the end of how the buyer defines world class customer service. But I then come back to the point, does the customer want world class service with this transaction? If it's over the top and all I want is simple, then what is my customer experience perception?
Hope this helps. Colin |
| 30/11/2018 | Colin |