When I like to think about customer service, I like to think about GOOD customer service.Good customer service is when someone greets you with a smiling face or a happy voice. They genuinely are interested in you and what can they do to help you. If there is a problem, they take the time to listen and work to find a solution. If it is just a general transaction, they are attentive and make sure everthing goes smoothly. Their main goal is have you walk away or hang-up with a sense of satisfaction and a good feeling about the company they represent.
It is right about now when I awake from this dream and am faced with the current state of customer service we as consumers face on a daily basis. Not that it's all bad, but I have experienced such poor service it makes me question how certain companies are still in business.
Good customer service begins and ends with a company's attitude toward providing it. Senior management must develop a company wide culture that embraces excellent service as a cornerstone of doing business. It does not begin at the ground floor, rather it starts at the top and must trickle down through the entire company.
If your front-line employees, who happen to have the most contact with your customers, don't understand how important it is to treat people in a proper fashion, you will never develop a consistant, quality approach to customer service.
As a high level manager or business owner, take the time to evaluate your company's current track record in relation to proving good customer service. If what you find isn't good,take whatever steps you can to correct it. Most customers do not voice their displeasure, rather they just stop calling or showing up.
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