One of many basic tenets of Customer Centricity is service. Why? Service is taking action to look after someone else. More importantly, it’s taking action to produce value for someone else (Ron Kaufman). It is how one adds value to others and in the process, gains more of himself. In most cases (though not on purpose), people feel good about providing others something, as this naturally entails a positive feeling within themselves. In essence, service is really 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 us define Customer Service.
Wikipedia defines Customer Service while the act of taking care of the customers’needs by providing and delivering professional, helpful, top quality service, and assistance before, during, and after his/her requirements are met. Among my personal favorite Customer Service (CX) gurus, Michael Falcon, defines it as “an activity inside an entire customer experience; and to accomplish a great experience, every touchpoint from beginning to get rid of must certanly be exceptional.” Be aware that definition of Customer Service gives rise to its particular ingredient, “touchpoint,” this means, every point of experience of a customer (face to face, calls, emails, ticket logs, etc).
On the other hand, Turban (2002), defines Customer Service as “a series of activities designed to enhance the level of client satisfaction — that is, the feeling a product or service has met the customer’s expectation.”
Apparently in these concepts written by the experts, common factors in Customer Service surface: action/delivery, care, and meeting customers’needs. Additionally, there is frequent usage of superlatives such as for example exceptional, excellent, best quality, and the like.
The bottom line is, Customer Service is any action on all customer touchpoints, where we deliver our knowledge and abilities to customers to meet up their needs and expectation in a great way. It is really a cornerstone to a customer experience (CX) strategy. It is really a balance of commendable acts between delivering service (which includes best practices and agent experience) and satisfying customers at a cost. Telus webmail outage It is all about how an organization delivers its products or services in probably the most humanly satisfying manner, as pleasurable as possible.
What kind of service is required then? Answer: we truly need superior service be delivered at any touchpoint, for “Good is no further good enough.” To quote Ron Kaufman once more, “That which was good enough for yesterday, isn’t good enough for today. What’s good enough for today, won’t be good enough for tomorrow.” This really is so due to the fast-changing business world. It is very important to help keep climbing the ladder of service level to match the competitive environment. Being near your web visitors and really anticipating their needs as even their wants and needs also change quickly. “The company world is definitely unpredictable,” as the saying goes it. Thus giving 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 stated, there should surely be considered a balance of sterling performances between the product (technical or otherwise) and experience (relationship part of our customer interactions). Along with this, we ought to make our customers a priority. One critical element of Customer Centricity is really a customer-focused mindset (or for a lot of, “customer-first mindset”). Focus to them as people and easy to create a satisfying human experience. Superior/excellent customer service may not merely result to Customer Satisfaction alone but much more, Customer Loyalty — the best reward of Customer Centricity. Without a question, top-notch service creates loyalty and a returning customer, which will be all our aim in business.
Based on Mohandas Gandhi, “The simplest way to get yourself is to reduce yourself in the service of others.” This dictum is the building blocks of any customer service definition and execution. We define service as any action taken fully to look after someone. Hence, customer service should be executed in ways that protects our customers- whether internal or external. The stark reality is everyone in your organization environment is your customer (they are your internal customers) and your external clients are the folks who pay the bills that becomes a revenue of your organization or company.