What is quality customer service? How is it different, and better than exceptional service? If you read my last blog, “Why I Call Exceptional Service, the Necessary Evil” you know already the downside to providing it. For all of the reasons why exceptional is evil, quality customer service is good.
Quality service is about Big Picture thinking, looking beyond your current level of service and seeing how good it can be. Exceptional service only looks at the issue that is in their face.
Quality service is about communication. It’s important for the leadership to let the team know their input and feedback is vital for quality service to work. Also, staff has to know and trust that communicating their ideas and suggests to leadership will be considered.
Quality service is companywide and it’s an attitude, not a department. Too many companies think the customer service department is responsible for service and sales is in charge of sales and operations is in charge of operations. Companies that deliver great service know that everyone within the company is responsible for and capable of creating a customer.
Quality service lives in a positive, productive environment. When all employees are focused on the same big picture, encouraged to bring ideas to leadership, and receive praise for serving the customer to the best of their ability, employee absenteeism, tardiness and turnover is greatly reduced.
Quality service is affordable for all companies. Maybe, at the most, you may need to invest in a communication training program for your leaders. I have a great workshop called “Coaching & Leading Teams” or join my monthly webinars.
Quality service flies under the radar. While exceptional service are the things, free giveaways, additional services, we do for the customer, quality service is in the offices and cubicals of your company, difficult for our competition to duplicate.
Any interest in my seminars, webinars, or writings on this topic or other customer service related issues, please call or write.