There are many components that go into providing exceptional customer service. However, there will never be an element of customer service more important than the human element.
In these days of texting, Facebook, email, etc. the art of human contact is a fleeting one. All of the tools just listed are exceptional ones; however, many individuals and organizations hide behind these communication methods, as well as policies and procedures, to keep them from providing ‘human service’.
Customer Experience is the big buzz term in Customer Service. The definition of experience includes words such as emotion, perception, humankind, and participation. All words that would lead one to believe that in order for a Customer Experience to be exceptional, a human emotional chord must be struck.
Even if ‘touchy- feely’ is not your forte, look at supporting this type of behavior from a business standpoint. Studies show it costs a minimum of 5 times what it would cost to keep an existing customer happy than to acquire a new one.
Times are tough. No man is an island. And everyone likes to feel visible. If you see people as people, you will also see their money –even during these tough times.
This is an extract from the blog of the Customer Service Institute which I thought was very pertinent.
About Me
- Eric Fraterman - Customer Service Consultant
- Toronto, ON, Canada
- I am the person behind Customer Focus Consulting. With more than 20 years experience in a wide range of industries, I am absolutely passionate about my work. In this line of consulting you cannot succeed without passion, especially for treating customers and employees right. I am totally focused on one issue and the theme of my work is always Sharper Customer Focus for a Sharper Competitive Edge. I help clients bring the customer inside their organization and then identify, measure and manage opportunities to meaningfully improve the Customer Experience. This sharper Customer Focus results in higher customer satisfaction, loyalty and long-term, sustainable profitability. I am also an expert witness for customer service in legal defence cases.
2 comments:
Kudos on the work you are doing to elevate Customer Service to the art form it truly can be. I agree that texting, social media sites and other things such as scripts allow companies and CSRs to hide rather than be truly present with customers. We have a similar take on our work. I've called mine "Customer Service with Heart". They both point to the need to be human, kind, compassionate and truly present when dealing with customers. It is right, it feels great, it gets remembered. It lets your staff and customers experience whether or not you truly are a great company with strong values.
Interesting variant
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