Be Different or be dead

February 5, 2021

3 simple ways to give the most brilliant customer service

Source: Pexels

3 simple ways to give the most brilliant customer service.

If you want your customer service to excel, here are 3 essentials.

Essential #1 - set your strategic context to serve customers rather than ‘service’ them.

To provide brilliant customer service, your business plan must give it the priority.

We ’service’ cars and computers but we serve people. The notion of being ‘serviced’ is quite frankly repugnant to me.

Servicing people focuses on inflicting the rules and processes of the organization on the customer. Some analyst in the organization decides that the most efficient way to fulfill a customer’s request and control cost is to do it a certain way. Whether the customer wants to participate in the process is irrelevant.

Serving, on the other hand, requires that systems, rules and procedures are designed to satisfy the service experience expected by the customer.

It may be more cost efficient to outsource your call centre to some distant place in the world where english is not the mother tongue, but if a conversation with one of these reps infuriates your customer, what have you gained?

Too many organizations take this inside-out view of customer service where the needs of the organization are pushed on people.

What is needed is an outside-in perspective where the customer drives how they are served.

Essential #2 - deliver your core service flawlessly 24X7. Core service is the essence of your business; what people get from you. WiFi that works, good food, clean hotel rooms and planes that take-off and land every time are examples of core service.

If you deliver your core service consistently as promised customers will rate you average because they expect your core service to work as promised. On the other hand, failure to deliver satisfactory core service will earn you a fail and your brand suffers as the stories of your shortcomings spread far and wide.

Essential #3 - create dazzling service experiences around your core service. This is the WOW! that surprises people; giving them what they DON’T expect.

Dazzling experiences drive customer loyalty but only if your core service is delivered flawlessly

How to dazzle?
▪️Recruit people that “love” fellow humans and possess the innate ability to serve them.
▪️Create rules, procedures and systems that enable friendly and user friendly transactions.
▪️Turn OOPS! into WOW! by recovering from mistakes and service blunders in a way that surprises and delights the customer.

Don’t expect results over night; serving people in a stand-out manner is a journey.

But start it. Now!

Cheers,
Roy
Check out my BE DiFFERENT or be dead Book Series

• Posted 2.5.21 at 06:40 am by Roy Osing
• Permalink