Infinity Customer Service Consulting - Customer Service Training Manual
For my first Blog and Training material I have decided to start with " Back to Basics" on Customer Service delivery.
My name is Dave. I have 20 years of experience working in Customer Service Industry and also being a Customer to many businesses,I have seen many examples of Good ,bad and ugly of Customer Service.It`s absolutely amazing to cross between one end of extreme to another,just from going from one shop to another being next door to each other.How is this possible?
I was puzzled and so curious and keen to find out:
Why is it that some businesses just barely deliver what’s expected, some exceed and some achieve excellent Service delivery.
What is it that drives them?
What is it that makes them better than others?
What is that makes them want it more that the others?
What is Customer Service for them?
How do you achieve Customer Service Excellence and is there anything beyond?
Before we answer these questions lets discuss some basic terms.Lets start with simple exercise.Before you continue reading ,what does Customer Service Delivery mean to you?
Take a peace of paper and write down the definitions of or just think about it for few minutes:
Customer - Define a word Customer in your own words.Who is your Customer and how do you perceive the meaning of a Customer
Service - in your own words, what does it mean to you?
Delivery - What is meant by delivery and what does it mean to you?
We also mentioned Excellence - well if we have mentioned it why not to find out what does it mean to you?
There is a huge number of Customer Service definitions and views, but what is in fact Customer Service and how to achieve the Customer Service Excellence?
Can we move it into Superior Customer Service?
Is there anything higher than achieving a Superior Service delivery?
Trust me - Yes it is! ( i will cover this very soon)
I hope you have thought about Customer -Service -delivery and Excellence definitions as many people surprisingly don't even consider thinking about let alone writing about it.
There is a huge number of Customer Service definitions and views, but what is in fact Customer Service and how is CS perceived by others:
- Customer service is an organization's ability to supply their customers' wants and needs.
- Customer service is the ability of an organization to constantly and consistently exceed the customer's expectations.
- Customer service is the provision of service to customers before, during and after a purchase.
- Customer service is what the customer perceives and remembers of the service they received.
- Customer service is the practice of providing customers with a positive, helpful experience.
- Customer service is the sum total of what an organization does to meet customer expectations and produce customer satisfaction.
- Customer service is providing your service with a solution or a satisfactory answer that will ensure their satisfaction while protecting your personal ethics and value.
OK, I think we have seen enough...lets do some work... and see it through my eyes.
Due to a complexity and the nature of the industry,There is no simple explanation and definition of Customer Service or Customer Service Delivery and I will explain why.
To be able to define Customer Service and Customer Service Delivery, you have to break it apart.
Lets simplify the term Customer Service into Customer and Service and add few more missing factors.
Customer: Who is your Customer and what does it mean to you?
Every person who requires your Services is your Customer.
In terms of your prospect: Every person that contributes to your wages or Salary by purchasing your product or Services is your Customer.
In Analytical Terms: Every person that contributes to the growth of your company is your Customer.
Service: What is Service?
Cost effective delivery of your products or services to your Internal or external Customers.
In value terms: An action that creates value to your Customers.
Combined ,that would look something like this:
Providing and delivering,cost effective value to every person who requires your products or Services.
MISSING FACTORS
Delivery:
Consistent forwarding and handling of your services or products in cost effective and timely manner ensuring quality, accuracy and after sales support.
Excellence:
Excellence is delivering the service that exceeds Customer expectations.
Delivering of your products or services, to your Customers with higher value than expected. Consistent, Cost effective and non-bias.
I have to stress one thing out and that is:
An action that creates value to your Customers.
Combined with missing factors ,that would look something like this:
Non-bias,Consistent and cost effective Provision and delivery (of higher value than expected) to every person in need of your products or Services in timely manner ensuring quality, accuracy and impeccable after sales support.
Looking back at the various definitions can you see the difference and notice the missing factors?
I would like to ask for your feedback and comments in regards to this topic and see it through your eyes.
Do you have different view?
If you have any questions,please feel free to post.
I will continue on our journey through the basics of Customer Service and major factors in establishing grounds for Customer Service excellence and Superior Customer Service delivery.
I hope you have enjoyed the post and looking forward to your comments and questions.
Until next time
Dave
Customer Service Consulting Infinity
www.customerserviceinfinity.com
