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Consumer Centricity: Start out with Customer Service

One of the basic tenets of Customer Centricity is service. Why? Service is taking action to take care of someone else. More importantly, it is taking action to generate value for anyone else (Ron Kaufman). It is how one adds value to others and along the way, gains more of himself. In most cases (though not on purpose), people feel well about providing others something, as this naturally entails a positive feeling within themselves. In essence, service is a spirit of altruism. It is not just a procedure to check out, but a mindset of purposeful engagement and proactive communication that leads to a productive behaviour.

Let’s define Customer Service.

Wikipedia defines Customer Service as the act of taking care of the customers’needs by giving and delivering professional, helpful, top quality service, and assistance before, during, and after his/her requirements are met. One of my favorite Customer Service (CX) gurus, Michael Falcon, defines it as “an activity inside an entire customer experience; and to accomplish a fantastic experience, every touchpoint from beginning to end should be exceptional.” Take note this definition of Customer Service gives rise to its particular ingredient, “touchpoint,” this means, every point of contact with an individual (face to handle, telephone calls, emails, ticket logs, etc).

On the other hand, Turban (2002), defines Customer Service as “some activities designed to enhance the degree of customer care — that is, the impression that the product or service has met the customer’s expectation.”

Apparently in these concepts distributed by the experts, common factors in Customer Service surface: action/delivery, care, and meeting customers’needs. In addition, there’s frequent usage of superlatives such as exceptional, excellent, best quality, and the like.

In summary, Customer Service is any action on all customer touchpoints, where we deliver our knowledge and abilities to customers to meet their needs and expectation in a fantastic way. It is a cornerstone to an individual experience (CX) strategy. Telus webmail outage It is a balance of commendable acts between delivering service (which includes best practices and agent experience) and satisfying customers at a cost. It is approximately how an organization delivers its products or services in probably the most humanly satisfying manner, as pleasurable as possible.

What sort of service is required then? Answer: we want superior service be delivered at any touchpoint, for “Good is no more good enough.” To quote Ron Kaufman yet again, “That which was sufficient for yesterday, isn’t sufficient for today. What’s sufficient for today, won’t be sufficient for tomorrow.” That is so because of the fast-changing business world. It is essential to help keep climbing the ladder of service level to maintain the competitive environment. Being near to your web visitors and really anticipating their needs as even their wants and needs also change quickly. “The company world is obviously unpredictable,” as they say it. This gives us more reason to get even closer and know our customers even better.

With standards ever rising, how then do we give great or superior service? As previously mentioned, there should surely be described as a balance of sterling performances between the product (technical or otherwise) and experience (relationship facet of our customer interactions). Along with this, we should make our customers a priority. One critical element of Customer Centricity is a customer-focused mindset (or for a lot of, “customer-first mindset”). Focus on them as people and no problem to produce a satisfying human experience. Superior/excellent customer service may not just result to Customer Satisfaction alone but more so, Customer Loyalty — the greatest reward of Customer Centricity. Without a question, top-notch service creates loyalty and a returning customer, that is all our aim in business.

Based on Mohandas Gandhi, “The best way to locate yourself is to lose yourself in the service of others.” This dictum is the foundation of any customer service definition and execution. We define service as any action taken fully to take care of someone. Hence, customer service ought to be executed in ways that manages our customers- whether internal or external. The fact remains everyone in your company environment is the customer (they are your internal customers) and your external clients are the people who pay the bills that becomes a revenue of your company or company.

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