There is always a lot of talk about Good Customer Service. Everyone always boast about their company and the high level of service they provide to their customers. Where is it? Has customer service become a thing of the past becoming nothing more than a catch phrase? What does Good Customer Service really mean and what does it look like?
What is your definition of Good Customer Service?
What impact do the leaders of an organization have on Customer Service?
Does your company have a Customer Service and/or a Sales Training program, and do you think it is effective?
Does your company provide follow-up to see if the Customer Service training is actually being implemented in the stores?
Do the leaders of your organization display and practice the Customer Service training they expect the employees to follow?
Are there double standards regarding Customer Service as in the leadership following the ‘do as I say and not as I do’ philosophy?
Do you think Customer Service is better at small companies, small businesses or large ones?
I am looking for some good news; can you give examples of companies that truly provide Good Customer Service at all levels of the organization? Have you experienced Good Customer Service and where?
Whether you own your own business or you work for a major corporation what do you personally do to provide Good Customer Service?
I would like to focus attention on this matter for until we admit there is an issue and address the issue we will not be able to solve the issue. I believe Customer Service must start at the top of any organization and be taught, implemented and followed up on at all levels of the organization.
I need your thoughts, ideas and opinions.
Please use the comment section below to give me your thoughts. Your email address will NOT be displayed. If you don’t want to use your real name you can make one up like Cleopatra, Tiger, Snow White or one of the 7 Dwarfs!
From a Reader:
I am not sure Good Customer Service is dead; rather it has been buried deep within the organization. In my business I have trained every employee, regardless if they are in the shipping/receiving dept. or front of store ~ everyone needs to be focused on the customer, and that means internal and external.
I am an avid believer and practice servant leadership and have done everything I have asked others to do. Good customer service has to be organization-wide; if it is not, what is the point? Today, companies are looking for ways to reduce processes and espenses, expand their market reach at the expense of customer service. Management at all levels are too busy focusing on other tasks but if they would benchmark each and every employee on CS skills they may find that some processes will work themselves out and their bottom line will improve. You have to evaluate your customer service and when you think it is just right, find ways to improve upon it. One example, I was recently consulting with a large department store regarding their marketing & merchandising process so their website perfectly represented their store and the one piece of advice I had for them is train your staff on customer service both in store and online ~ get to know your customer through listening and engagement. I am hopeful that small to large companies will stop for a moment and give an honest grade on their service and look for ways to improve it from top down, down up and all points in between.
Even while working with fellow employees, you are experienceing internal customer service- many different levels in the org chart. Customer Service is not dead but sure does need a jolt to get it back to an acceptable standard. People/employees/companies- whatever the case, need to heed the golden rule!
Although I’ve seen plenty of evidence that customer service is on it’s last legs, I’ve also seen evidence that it is alive and kicking, or at least making a comeback. People are tired of being treated like a wallet or checkbook with legs. They’re making it known by refusing to do business with those companies that have let customer service take a back seat to the almighty dollar. More and more companies are focusing on improving customer service. It’s not happening overnight, but it does seem to be happening.
In my business, customer service is prime. I am a small one person outfit, selling hand-crafted jewelry, and jewelry making supplies, plus perfumes, incense, massage oils, essential/aromatherapy oils, flax seed neckwarmers, sarongs, etc. I also do sewing and alterations. Because I provide a service with the sewing and alterations, as well as doing custom designs in jewelry, I am extremely customer service oriented.
I think that customer service took a back seat for awhile, but it’s on the rebound.
Hi John
This is a fascinating subject and I think we need to go to the core of what “customer” really is.
It is my belief that all people working within a company, to start with are all customers to one another, and then lets spread this to departments and every one is a customer to the other, and so we get a really customer care basis if all involved all give of their best and perhaps go the extra mile to assist their colleagues.
Now, before looking externally, lets examine “service” and when looking at this word we find that it means to be of assistance at all times and not just when you feel like it or because you like or dislike someone else – it is all to the common goal of the company which comprised of the whole and not just the individuals, as all will share in the end result.
And one step further leads to the real leaders in such a service oriented company where they are the most conscience of the individuals and so also be of great services to their employees when the company does well and the individuals do their best for the company when things are tough.
Also, it takes a strong and courageous leader, to be practical and see the real world and determine when things are going well and not look at that time frame and say I want more, so we are OK but I want more. This is a total disservice to the employees and soon they will drop their service levels and the company will start to loose ground and become a rudderless ship at the mercy of the vicious sea of the world markets.
So again what is service but the individual having an open mind and especially ear to their other colleagues and so lend that helping hand, it is also the desire of the individuals to take on a learning characteristic and so grow in knowledge and skill and so the company business will become well rounded and as so many having multiple skills, it will ride out any storm.
Now having established that philosophy, we turn to how an external force or customer will perceive the company and they will experience a natural, not put on, helpfulness from anyone they speak to in the company and so will automatically experience good, or excellent customer service from that company since it has become a core value ingrained and true, and not something that is being done at the dictate of the leader of the company.
So, I must agree that customer service, in the usual understanding of the phrase, being to the external customers, is really lacking these days, and it is because the leaders have a set of rules of themselves and another for their staff. The greedy will never have a successful business as sooner or later it will collapse.
As a famous philosopher said that you will receive 10 fold, only of that you give away, and so looking at the aforementioned definitions, if we can call them that, it becomes abundantly clear that a giving nature and a learning enviroment will generate good customer service automatically since it is the inbred culture.
Any comments will be appreciated.
Gary Johnston-Webber (from South Africa)
gjw.consulting@vodamail.co.za
You are so right Gary and I thank you for your comments! Indeed if we all focused on giving good service to all individuals within the organization, for as you point out we are all customers of each other, then that service would grow exponentially. It has to start with the leaders showing good customer service to their employees. When that happens I think the employees are more apt to spread that service externally. Thank you for your great insight!
From a Reader:
It sure seems to be dead. It amazes me that in an economy like this that businesses can be so arrogant. I have always been willing to pay more to a company that has good CS and places importance on customer loyalty.
From a Reader:
Customer service covers a multitude of areas such as presentation, cleanliness, etc. The problem is that upper management has a difficult time staying focused on one key area. If it’s that important, you talk about it every day and define what your standards are for customer service. Keep it simple and consistent in your leadership message and people will understand what you expect. Unfortunately, I have been part of management teams that have the “focus du jour” and while everyone is scrambling to meet the new BIG focus, the key focus which is the customer must not get lost. So, how do you do both? You create options for getting it done, but you can’t talk out of both sides of your mouth. Perception is reality for a customer… and if you’re not on the ball, she/he becomes someone else’s customer. By the way, sales conversion would increase dramatically if everyone was focused on the CLIENT. Without them, focus #2 won’t happen. (or need to)
It’s all about relationships. Serving a customer well means you are building trust; confidence whereby they feel you truly have their best interest in mind. If you get to know your customers, what they are looking for, what their taste is, how much they are willing to spend, and show respect and interst in them, you build a relationship. Call them to check on their purchase; how is it working out? Call them on their birthday. Let them know about upcoming events, sales, or if it’s time to replenish. Don’t have it? Special order it. Always go the extra mile. Build a relationship – give them a reason to only want to shop with you. That’s what customer service is all about. Relationships!
You are so right Elle! It IS all about building the relationship. If we all focused on that aspect customer service would be first rate all around!
From a Reader:
Customer service is not dead, it is just not the key priority it used to be. What has happened to legendary customer service? I’m talking about the kind of service that used to set companies apart and gave them a competitive edge. Where have all those companies gone? How often do you hear about a business being praised for exceeding customers’ expectations? Why do we seldom hear stories about employees becoming legends by going above and beyond the call of duty to satisfy a customer? As I ask these questions, I can’t help but remember the times when I was a youngster and my mother would ask the “what-ever-happened-to” questions. I could tell in her voice that she had a longing for something that was lost or missing, something that was no doubt better ‘then’ or better ‘when’. It turns out that my mother was right when she said, “When you get older, you will see things more clearly,” because now that I am older, I can clearly see that the whole concept of customer service has changed.
There was a time when customer satisfaction was a strategic initiative, a tactic that nearly every organization strived to implement in order to gain a competitive advantage. In the not-so-distant past, we came to expect “fabled service” from companies like Nordstrom, for example. And remember how McDonald’s earned its reputation for flawlessly serving customers across the United States and then around the world, while at the same time offering minimum wage teenagers an opportunity to grow with the business, making it well worth “service with a smile”.
State-of-the-art customer service will rise again as like most business focus reverts back on its cyclical path. You will soon start to hear about GEMS (Great Employees Managing Service) and TIPS (Target Incentive Pay Systems) as business leaders start to realize that consumer buying behaviors have changed, perhaps forever, due to the economy…and there will be renewed emphasis on delivering outstanding customer service.
John you hit this right on. It starts with Leadership and their Mission. If employees are developed, trained and cared for the “real” customer service will thrive. It is definitely the trickle down effect. It takes time , money and effort to create “good customer service”.
Few companies succeed at it but, most fail miserably.
When I was a student it was repeated multiple times that for a company to thrive it has to have great customer service. It is true.
I believe the culture comes from the top. If customer service is a high priority, no exception…people will be trained that way by strong inspiring leaders who illustrate the importance of the customer. Consumers have choices, and in this economy can anyone really afford to lose customers over something so simple as service? Follow up is equally as important as strong leadership and great training. Mystery shops are a great way to inspect what you expect and provide a great platform for discussion at annual review time!
Poor customer service should not be tolerated by any employer regardless of the job description. Why would one accept mediocrity when you can inspire employees to greatness and serve them better in the long run.
I am not sure Good Customer Service is dead; rather it has been buried deep within the organization. In my business I have trained every employee, regardless if they are in the shipping/receiving dept. or front of store ~ everyone needs to be focused on the customer, and that means internal and external.
I am an avid believer and practice servant leadership and have done everything I have asked others to do. Good customer service has to be organization-wide; if it is not, what is the point? Today, companies are looking for ways to reduce processes and espenses, expand their market reach at the expense of customer service. Management at all levels are too busy focusing on other tasks but if they would benchmark each and every employee on CS skills they may find that some processes will work themselves out and their bottom line will improve. You have to evaluate your customer service and when you think it is just right, find ways to improve upon it. One example, I was recently consulting with a large department store regarding their marketing & merchandising process so their website perfectly represented their store and the one piece of advice I had for them is train your staff on customer service both in store and online ~ get to know your customer through listening and engagement. I am hopeful that small to large companies will stop for a moment and give an honest grade on their service and look for ways to improve it from top down, down up and all points in between.
It is lack of knowledge and realization on the part of the top management that without real and sincere customer service they cannot continue in business for long
The spreading of this culture among employees requires really a well planned tested effective program
After spending over 35 years in Customer Service – my experience are following:
1. This is more said and less practiced. Even if there is a beginning but not much effort to continue.
2. Lack of focus could be due to the fact that (a) it is not easy and (b) it costs and benefits are long term. Most Managers are measured only ‘short term’.
3. A good customer service helps to build the brand more than the bottom line and these days few Chairman’s might be interested. Once they commit rest can be done including culture development.
There needs to be a clear expectation of what good service looks like. Model and teach the behavior to your people. What one person thinks might be a “right” decision may not be a good decision at all. The unexpected reality is how far can we go to please the customer? While we can teach our people to use common sense and simply do what ever the client needs, what happens when the demand is so great that the client could walk away dissatisfied? What is a “life time guarantee” for products? As our world becomes more blame driven we need to teach out associates better how to truly anticipate needs and simply do what what is right to keep clients happy and themselves in business.
Customer service covers a multitude of areas such as presentation, cleanliness, etc. The problem is that upper management has a difficult time staying focused on one key area. If it’s that important, you talk about it every day and define what your standards are for customer service. Keep it simple and consistent in your leadership message and people will understand what you expect. Unfortunately, I have been part of management teams that have the “focus du jour” and while everyone is scrambling to meet the new BIG focus, the key focus which is the customer must not get lost. So, how do you do both? You create options for getting it done, but you can’t talk out of both sides of your mouth. Perception is reality for a customer… and if you’re not on the ball, she/he becomes someone else’s customer. By the way, sales conversion would increase dramatically if everyone was focused on the CLIENT.