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Customer Service Is Your Responsibility
March 1, 2010 | 1 Comment
What do you do if your insurance company starts offering a lower level of service than you expec from them? You switch to another provider. So why do people who only service internal customers fail to see this? What they fail to understand is that if you are not offering an expected level of service then you leave your customer with very few options. They can’t go and choose a different internal team to support them but they can, and will, do whatever they can to remove a difficult individual from the team.
You might ask yourself how a customer has the ability to influence internal team resourcing but I have seen it time and time again. They will escalate their complaint until your management have no choice but to take action. Poor customer feedback is on if the strongest input in measuring performance and it doesn’t even matter if the perception if you is not reality. It is more important because it is what your relationship is defined by. Without this relationship you do not have trust or forgiveness.
It doesn’t matter what industry or role you are in, you have customers and you are in the customer service game to a degree. The most important point in providing exceptional customer service is to understand your customer. It doesn’t matter who they are or what they do, their role is the most important to them and your job is to make them feel like you see it that way too. Understand what they do and how they use whatever service you provide. Understand the impact you have on their world and then look at what you can do to make their job easier. You will see positive changes to any relationship almost immediately.
Have a think about your customers and look at whether you provide the service they expect.
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