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Satisfactory Customer Service is No Longer Acceptable

Guest post by: Manny Nowak

Article Overview: Unfortunately, the bottom line is that most organizations provide satisfactory customer service and they think they are doing the customer a favor. They think they are doing something great. They create all kinds of measurements and talk about it all the time. Pat themselves on the back.

Satisfactory Customer Service is No Longer Acceptable

I love that title which was from a quote by Ty Boyd the king of customer.

Ever think about the fact that satisfactory customer service is just not an acceptable solution?

In fact, it is an oxymoron when you think about it.

It is truly time that we got it – it is time we provide customer service that was outstanding.

To understand customer service, start by remembering the root word and understanding what service really is – service is to serve.

No more talking about it – that doesn't work.

Customer want great customer service - they want great service..

So – let's go provide it for our customers and see what happens.

Unfortunately, the bottom line is that most organizations provide satisfactory customer service and they think they are doing the customer a favor. They think they are doing something great. They create all kinds of measurements and talk about it all the time. Pat themselves on the back.

You see, great customer service comes from always knowing you can do it better.

Then doing it better.

Then doing more than anyone expects.

Knowing you are good, but knowing you need to be outstanding is what makes it work.

To get to outstanding customer service, first remove customer from the word pair.

Then take a moment and really understand what service means.

Service means serving – and serving means providing more than is expected.

Don't take that lightly

Are you serving or is it just a job function in your organization?

The style of the person in charge of customer service – are they a servant?

Do they walk, talk and live service.

Does everyone know that service is what they stand for?

Really take a look.

When you describe them, do they bring the word service to your lips.

Do they have an attitude that is to serve?

If not, why are they in charge of one of the most important functions in your organization.

To get great customer service, give the function to a person who is a great servant.

Simple question – give me the name of a company that went out of business in the past 4 years, by continuing, even when things got tough, to provide the outstanding customer service.

You would be hard pressed to find any – because service is the last thing people want to give up and the first thing they expect always to be there.

The attitude in your organization has to be, “we are here to serve our customers”, “The customer is always right.”.

Understand, the customer is not always right.

But – and please brand this into your mind and the mind of all you work with and never forget it:

“The customer is always the customer.”

If you are unhappy with the customer – if they just done fit – fine. There are customers you have to fire. So fire them and move on.

But, as long as they are the customer – they are the customer and you need to suck it up and provide outstanding customer service.

Today I want you to make a commitment – satisfactory customer service is no longer and never again will be acceptable in my organization. We will create outstanding customer service.

Then, commit to doing it over the next 12 months and watch what happens to your organization. In this time of economic downturn, when you get great customer service, it means even more.

So give it to your customers and you will find new success in your business.

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Article Tags: customer, customer service, customer service coaching, customers, great customer service, outstanding customer service



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