I recently read an article by Andreas von der Heydt entitled, “Improving and Exceeding at Customer Service. Really Exceeding at it!”
I know it sounds like something so fundamental that it almost goes without saying, but as I reflect on 2013 and the colleagues and peers who inspired me, those who rose to the top of the list are the ones who really care. They care about responsiveness and exceed expectations (both their customers’ and their own). They embody the essence of caring about delivering quality in all they do, and that caring separates good professionals and companies from the best ones.
In his article, von der Heydt outlined several keys to creating and maintaining an exceptional customer service culture that struck a chord with me:
- Offer a good and reliable product/service. Be willing to change or adjust it and perhaps even your business model if needed.
- Put customer-focused thinking at the center of everything. Customer service is not a department. It´s an attitude and everybody´s job! It needs to be at the very core of every successful company´s DNA. Practice it every day.
- Treat all your customers with the same high level of sincere respect and make your customers feel important and appreciated. Treat them as individuals. Your job is to help make them successful.
- Train, excite, and empower your staff. That means everyone–not just your customer service reps. Employees are your internal customers and need a regular dose of appreciation.
- Use leading technology. Tailor it to your unique business and customer needs. Customers define the systems and IT structure required to provide outstanding customer service.
- Never stop learning and improving. Think ahead. Anticipate future needs and wants (and possible problems) of your customers. Always go a step further. Get constant feedback.
As Robert M. Pirsig said in his book, Zen and the Art of Motorcycle Maintenance: “The place to improve the world is first in one’s own heart and head and hands, and then work outward from there.”