From the Customer
Service Module of Ziggets Great customer service, the kind that makes
a customer say "Wow!", doesn't just happen on its own.
In most organizations
it will take everyone working together to make it happen. This could
mean that you will have to do certain things that are not part of your
job description, but by accepting these responsibilities cheerfully
you're actually showing respect for your co-workers. And in addition,
you will contribute to the conditions that delight the customers of
Most of us work
for a company that does not have a customer service department -- that
department is EVERYONE in the organization. When
everyone has a clear understanding of how they play a part in serving
the customer, then a system can be put in place so that the customer
Studies show that
more than two-thirds of customers defect from a company because they
don't feel they're appreciated! It's important for a company to show
EVERYONE how they contribute to a great customer service system.
For instance, the
person in the warehouse who may never see, touch or talk to a customer
-- how are they part of a great customer service system? Well, if the
order isn't pulled correctly, that's lousy customer service right from
the get-go. How about the person working the counter who doesn't have
any authority to make decisions regarding the customer? That doesn't
make for a smooth system in which it's easy and fun to do business with
you. That's another example of lousy customer service.
If you want to be
known for your terrific, knock-out, heart-rending service, then you
must build a system! It's not complicated. But it does require a commitment
by EVERYONE to make the number one goal of the company to serve the
customer. Then, you've got to develop a way to make that happen.