Pondering on this, as I often do in my line of work, I decided to use Google to investigate what people in UK business consider to be the definition of great customer service.
Bizwatchonline came up with: “Excellent customer service is the process by which your organization delivers its services or products in a way that allows the customer to access them in the most efficient, fair, cost effective, and humanly satisfying and pleasurable manner possible.”
Nice, but slightly cold, I feel. I tried trawling through Tweets for the answer and found:
“ recognizing and addressing needs, whether solving a problem or advising why it can’t be solved, with respect and sincerity, quickly.”
Who can argue with that?
Another pearl was “Giving customers anything and everything they want”.
I will refrain from citing where this came from as I’m not sure I totally agree.
My thoughts on the subject are these…
The truth is that it doesn’t really matter what we think the definition of great customer service is. It matters only what our customers think. So if we want to be the best, we’ve really got to know our customers. We’ve got to listen to them, find out what they really think and take it on board because we need not only to meet but exceed their expectations if we want to keep them. It matters how our customers feel about us.
So, when was the last time you really listened to your customers?