Companies pushing the ‘exceptional’ customer service mind set are misguided in their focus. As I have written several times, exceptional customer service is necessary evil. It’s evil because it can be easily duplicated by our competition, it can be expensive, and to some of our customers, it won’t even be perceived as exceptional.
I have also written, over my 24 years of being a customer service expert, that exceptional customer service is necessary. It’s necessary because it’s in the customers face, it’s something they can touch and see. Also, if we don’t deliver some exceptional service, our competition will.
The key to exceptional service is to steer your effort away from constantly trying to find newer and better ways to deliver great service, stop wasting your time. This is what I call the ‘more-ness’ factor. Our American mind set has led us to always looking for ways to do it more, faster, better. You can come up with the latest and greatest customer service idea, but if your service provider is in a bad mood or poorly coached by their supervisor, the best ideas will fail. And, as I feel with exceptional customer service, I think we’ve maxed out, it’s time to stop trying to beat our competition with exceptional service and switch our focus to quality customer service. MORE BELOW
Leading Service Teams Workshop
January 16 &17, 2013 in Minneapolis, Minnesota. Create a service culture, engage your employees, and grow revenues for your company. Here are some other exciting things you will master.
How to create a service environment
How to coach the service message
Help your team understand, they can ‘create a customer’
Build candor between you and your team
Practice quality service over exceptional service
End the necessary evil of exceptional service
Keep more clients
Reduce employee turnover
Build an army of engaged employees
Build more referral sources
Develop real world applications for each of the “7 Slight Edges”
How to manage your time like a true leader
Ultimately, the level of service you provide for your customers will depend on the culture you create for your employees. Quality customer service switches your focus from the customer to the employee, helping them to be engaged, and it builds open and honest communication.
While having well trained managers and supervisors to create this type of candor is important, it is only one step in the process. First, leadership must make the commitment to quality service. This isn’t a 180 in how you deliver service now; as I wrote, you need to practice some exceptional service. And, if you are already delivering exceptional service, the change is actually easier because you don’t have to worry about that aspect.
Next, you have to switch the focus of your frontline team from SOLVING problems to PREVENTING them.
Only through an investment of training into the managers and supervisor and then to the frontline team will you be able to help everyone understand that they can and must help to ‘create a customer’ for the company.