I’m convinced that there is just a standard of acceptable customer service. Going to any restaurant, grocery store, hotel, or shopping center, you come to expect reasonable standards of service.
There’s something to be said about those establishments that go the extra mile to provide quality experience. It is as if the staff anticipates needs. Sometimes they readily have your concerns handled.
Some of the “greats” with consistent customer service always rank high on customer feedback. Nordstrom’s comes to mind. Others that come to mind are Tiffany’s, Ritz-Carlton, and the W Hotels. There is something about the way you are treated that reminds you that your business is appreciated and welcomed again and again.
All I’m saying is that customer service is about bringing customers back. It’s about sending people along their way happy. That’s right. It’s about making people happy enough that they will pass along the positive experience about the business or service along to others.
Any savvy business person knows that good service translates into someone else who might try the product or service offered and breed repeat customers. In fact, the Fast Company cites the relevance of quality service. http://www.fastcompany.com/1682088/how-to-be-a-great-customer-and-get-great-customer-service
So, the next time you’re challenged with how to be on-point with lacking customer service, here are a few considerations:
• Treat people as you want to be treated.
• When you have horrible service, speak up and tell senior management about what was unpleasant. While you can’t control the immediate behavior you might be able to improve the overall results for others or yourself on the next occasion.
• State the issue clearly, without blame or attacking someone else personally.
• Show empathy and consider that everyone has a bad day once in awhile.
• Follow up with constructive solutions for improvement.
If more people – and especially leaders – made a commitment to world class customer service then we would all be in a better place and discover better outcomes.
-Dawn McCoy, author of Leadership Building Blocks: An Insider’s Guide to Success
