This article is provides a brief outline of my four pillars for excellence in customer service. These pillars are explored in more detail in my workshops and coaching for Excellence in Service. Click here to go to the the Excellence in Service page.
Delivering excellent customer service is a critical aspect of any role that involves interaction with customers. As a customer service provider, your ability to provide excellent customer service can determine your success in the role, as well as the success of the organisation you represent. To achieve excellence in customer service, it's important to establish a foundation built on my four key pillars: legacy, ready to serve, curiosity, and impact. Pillar 1: Legacy Your legacy as a customer service provider is your reputation, and it's built through the quality of the interactions you have with customers over time. Providing excellent customer service can create a positive legacy that lasts for years to come, while poor customer service can lead to a negative legacy that can take years to overcome. It's important to understand the impact your customer service has on your legacy, the legacy of your colleagues and the organisation you represent and strive to always provide excellent service. Legacy also refers to the impact you leave on the customer after an interaction. A positive legacy means that the customer is left with a positive impression of you and the organisation you represent, while a negative legacy means that the customer is left with a negative impression. This can be achieved by going above and beyond in serving your customers, providing personalised service, and resolving any issues or concerns in a timely and professional manner. Leaving a lasting impact on the customer, building trust, and creating a loyal customer base is also important. By providing excellent customer service and establishing a positive legacy, you are not only benefiting the customer, but you are also setting yourself up for success in your role and future roles. It's important to remember that the energy you leave behind each day and after you leave the role also contributes to your legacy, so it's crucial to ensure that it is positive and professional. Pillar 2: Ready to Serve Being ready to serve includes both being prepared and arriving ready to serve customers with their needs and questions. This requires proper training, having the right resources and technology at your disposal, and being proactive in anticipating and resolving customer issues. Additionally, it also involves being physically and mentally present when interacting with customers, showing up on time, and having a positive attitude. Being ready and arriving ready to serve instills confidence in your customers and demonstrates your commitment to providing excellent customer service. It's also important to park your personal life issues before you enter the workplace, so you can arrive ready to serve with a clear and positive mindset. If you are unable to do this, then it is your responsibility to talk to your supervisor so that the organisation can take steps to ensure customer service standards are not compromised and that you are looked after as a valued employee. Pillar 3: Curiosity Curiosity is an important aspect of excellent customer service because it allows you to understand your customers on a deeper level. This can be achieved by asking questions, listening to feedback, and being open to new ideas. By being curious, you can gain a better understanding of your customers' needs and preferences, which can help you tailor your service and offerings to better meet their needs. Additionally, the positive interaction that stems from being curious can contribute to building trust and establishing a positive legacy with the customer. Pillar 4: Impact The impact you have on your customers can be the most significant factor in determining the success of your customer service efforts. It's not enough to simply have the intention of making a positive impact, it's important to understand the actual impact you are having on your customers. Making a positive impact on your customers will not only retain those customers but can also attract new ones through positive word-of-mouth. Focus on making a positive impact by delivering solutions to your customers' problems and providing value-added services. Continuously seek feedback from customers to understand the impact you are having and make adjustments as needed. It is also important to remember that as a customer service provider, you are not only required to deliver excellent customer service to your external customers, but also to your internal stakeholders. Your colleagues, suppliers and employer are also customers of your services, and they deserve the same level of excellence in customer service that you provide to your external customers. This includes being responsive, courteous, and professional in all of your interactions with them. By delivering excellent customer service to your internal stakeholders, you are setting a positive example and creating a culture of excellence within your workplace. Furthermore, it can lead to increased cooperation and teamwork, which can result in improved overall performance and a more positive work environment for everyone. Therefore, it is crucial to remember that delivering excellent customer service is not just limited to external customers, but extends to everyone you interact with, including your internal stakeholders. Excellence in customer service is essential for the success of anyone within your organisation. By focusing on the four pillars of legacy, ready to serve, curiosity, and impact, you can create a foundation for providing excellent customer service that will lead to increased customer satisfaction and loyalty. Whether you are a beginner in the customer service field or an experienced professional, these four pillars are the keys to success in delivering the best customer service possible. About the Author - Little Red Notebook The Little Red Notebook is your go-to resource for mindful living, strategic career progression, and effective business management. With over 30 years of experience in a multitude of disciplines, including management, marketing, counseling, project management, and organisational training, we bring a wealth of knowledge and insights to help you navigate both personal and professional challenges. Whether you're an individual seeking personal growth, a professional looking to advance in your career, or a business owner striving for success, Little Red Notebook is committed to aiding you in your journey. 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