Dec 14 in Uncategorized
Written by: Heather Rast
I have choices when I discover I’m late and stuck behind a slow driver. Or when my son spills a half gallon of milk on the counter and floor. I have choices when I’m in the “10 items or less” lane holding 20 lbs of dog food, pressed for time, and the guy in front of me is haggling over coupons with the cashier.
Some days I make good choices. Other days I’m simply good at feeling regret.
I think businesses that don’t make good choices are also going to be feeling regretful. Brick-and-mortar, professional service, and brick/click companies alike are faced with fierce competitio
n, wary but discerning consumers, and dwindling discretionary dollars. If the business hadn’t already gotten their customer-centric game on, it’s now a helluva time to figure out how to recruit, train, and manage goal-oriented folks with approachable dispositions who can disarm disgruntled or angry customers. To get a system of feedback and continual process improvement set up and feeding R&D, product management, operations, human resources.
Now is a helluva time to realize that everyone – the warehouse worker, order-taker, delivery guy, front desk clerk, secretary, mail room worker, intern, and Vice President alike – is the embodiment of the brand at all its touchpoints. A sincere smile, genuine “How can I help you?” , accurate shipment, good road etiquette, and prompt reply makes an impact.
Today, customer service is everyone’s job. And when we have someone on hold, commit to a schedule, receive an email inquiry, or pick up an order to fill it’s important we realize every interaction is a chance to make a positive customer impression. It’s a chance to make a good business choice for the right reason.
It’s a chance to deliver on a brand experience, because a hungry customer is an opportunity to gain a regular customer.
Related posts:
3 Comments for: Customer Service is Everyone’s Job.
I’m with you on this. Case in point, someone I follow tweeted recently that she watched her UPS man toss out a soda can on the road. Naturally she wasn’t happy about him littering, and in her own neighborhood. The feeling I got was that his action totally discounted her previous perceptions of him (friendly, timely, etc.) because it wasn’t in keeping with her expected experience. Fortunately someone from @UPS was watching and worked through the issue with her. But the point is (as you said), nothing is done in isolation any more, and the interconnectedness allows sharing (and caring)faster and farther-reaching than ever before. This will only advance with geo-location apps and technology I can’t even fathom yet. Experience is beyond the CSR who answers the phone. It’s with the shipping guy who took the time to get the package fulfilled correctly and in a matter that ensured it delivered in one piece (and on and on and on) Thanks tons for your thoughts here!
[...] Customer service is everyone’s job. [...]
I agree with you, customer service is more important now more than it ever has been, even though it should have been taken just as seriously before this social era. But, when a consumer has a bad experience they don’t go home and just tell their spouse, they go home and tell the world through their social communities and then it spreads like wildfire and is even searchable. Even those that don’t interact with the customer directly, they still are a piece of the organization’s brand in which they are representing, if they know it or not.
Thanks for the post!
@EricUngs
Reply