Advice from Leading
Customer Service Experts
Wisdom from the word’s best customer service experts
First, and this is a mantra I am really a believer in, that there is no such thing as just meeting the expectations of your customers. You either exceed their expectations or you fall short. You need to have a mindset of wanting to go above and beyond. Second, most companies are going to rush and start to do things for the customer, and from my research, the companies that really get this are the ones that actually start with the employees first. Because you can’t have happy enthused customers if you don’t have happy engaged employees.
Because they're what customers notice. Providing great service means doing lots of things right. So, shop your own business in every channel (web, phone, fax, email, chat, in-store, etc.) to see what your customers see. Stop doing what doesn’t work. Improve what needs improving. Do more FOR your customers than TO them and you’ll be well on your way to a better customer service culture—and a better bottom line.
Make your business about people and not about products. Put your customers FIRST and not focus on the money. If you help your customers get what they want, you will get what you want.
It’s not enough to reach a point where you excel at customer service. Once you’ve reached it, then what? What’s working well today, may not be the best approach tomorrow. Instead, think long-term and commit to the practice of continuous improvement. Marilyn Suttle, author of the bestselling book, Who’s Your Gladys? How to Turn Even the Most Difficult Customer Into Your Biggest Fan
My advice would be to create a culture of service, by taking out the word "customer" and include service in every aspect of the business.
Adopt and champion a customer-centric mindset throughout the organization. Products will come and go, technologies will shift, and industries will be disrupted, but a customer-centric culture is the thread that can and should weave through all change. Organizations can place the customer at the center of decisions by asking one simple question: how will this affect the customer? It’s not the only question organizations need to ask, but it is the single question that can help organizations keep the customer front and center during the decision-making process.
This post is part of a series on Customer service: