Having worked in Customer Service for a large part of my career, it is something that I am always aware of – my family say it is in my DNA and that they inherited their awareness and customer centric way of being from me and through osmosis of hearing me discuss and share experiences at the dinner table – always extremely passionate and diverse conversations – where everyone had an opinion!
I don’t regularly think about this question (I am at the stage – I think! – of being competent in this area in an unconscious way) so I’ve been reflecting on how it is that I may come across to others that would provide them with a “positive customer experience” – this is what I came up with; I smile and make eye contact in a friendly way with everyone I meet, I greet everyone warmly and thank them for questions or interacting in any way with me.
So, what is Customer Service to someone asking the question, so that they may be better able to understand their skills gap and then set in motion a process to build understanding, knowledge and skill in this area?
My own definition is: “having the ability to interact with someone (your customer) to understand their specific needs and then to meet or exceed their expectations in a way that leaves them thinking positively about you, your service/product, and the organisation you represent and looking forward to further interactions with you and the organisation.”
If you would agree with this definition there are some skills that are essential to grow and develop that will enable you to provide this experience for your customers:
In other blogs, we’ll explore these more – but for now I’ll leave you with some quotes from people who have something to say on this topic – and also know the value of it…
“Your most unhappy customers are your greatest source of learning”
“The key is to set realistic customer expectations, and then not to just meet them, but to exceed them — preferably in unexpected and helpful ways.”
Submitted by our Leadership tutor, Gina Ryan
View full details of our Leadership & Personal Development courses here
Sign up to receive the latest industry and company news direct to your inbox.