Page 58 - Warwickers Customers Count vflip2

Customer Service 58 Customer service is not a department. It is a philosophy that includes every person and aspect of the best and brightest companies. Shep Hyken. But most large businesses have a Customer Service team and frontline employees providing service – often it is associated with problems not service - it is actually about relationships - one on one relationships. CUSTOMER SERVICE Customer service is a relationship. Two people come together to have a meaningful dialogue. At the root of customer service is the old fashioned notion of SERVING. To succeed at delivering remarkable customer service you need to build it’s foundations on serving. The ‘something’ that happens inside you when you are on the receiving end of great service is that same ‘something’ that should drive our own efforts. Like any great relationship, the best customer service relationships are based on trust, mutual respect and common interests. They are genuine and real. Perhaps most importantly, both parties embrace the philosophy that they want the other to succeed. It is about delivering a memorable experience, otherwise it could just be a robotic transaction. It is all INTRODUCTION about helping people find what they need or want, even if you don’t do it. The essence of customer service is loyalty – people keep coming back irrespective of price, venue or even convenience – it is not about a lifetime just next time – every time!. Great customer service is not difficult. It is about delivering what you promise, being nice, creating systems so people can deliver what is needed and doing lots of little things right ... see it is simple. But often the reality does not match this. Why?