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Do You Have 20-20 Great Customer Service Vision?

February 24, 2012 | Comments: 0 | Views: 237

Not very many companies set out to offer bad service, but many struggle in defining what is great service and end up offering mediocre service.

Great customer service isn't hard. But you have to always know and train to recognize the needs of customers, ensure that the work we do actually is helpful, and present our work in a manner that is effective and satisfying.

Great customer service vision comes down to understanding, answering, and establishing training around 3 key questions. Remember, it's all about creating an exceptional service experience.

1. What do my customers want from me and from my company today?

Think about what your customers need and what your customers expect. Knowing the two and being able to meet and exceed them is critical to creating an awesome customer experience.

One of the first rules to providing great customer service is to abandon yesterday's great work. Yesterday is over, it's in the past. Good work done yesterday does little to progress your mission to offer great customer service. Having provided great customer service yesterday doesn't mean that the same is true today.

Abandon yesterday, it provides little good to you in work that needs to be done today. Having done good service yesterday is great. But yesterday's great work is of little use to customer problems today.

2. How does my work serve the customers?

Consider your day-to-day role and assignments and how they help your customers. What do you need to do to be able to help those you serve? How will they benefit from you being able to do an excellent job in that area today? If I don't do a good job, how do those you serve suffer?

Customers care that you can help them, take care of them, solve their problems today. Today is the only day that matters to customers when it comes to great customer service. You are the expert, the service provider, the one with the ability to solve the pressing problem. You are the one being relied upon to fix the situation, provide the information, and make things right.

3. What are the details - little things - that make a big difference in my customers' satisfaction?

Awesome service means paying attention to what's important in your customers' eyes. What really counts for them? Are you consistently trying to do those things that make it count? Are you presenting it in a manner that creates the most positive interaction? Are you following up to make sure that the work done was right? Are people happy after working with you or are they leaving and telling others about a bad experience?

Too often far too much time is spend focusing on what's changing in business environment, and not enough internally working to change the environment around us. Pay attention to your competitors, but put your energy and get your motivation from making the world a better place for your customers.

Flavio Martins is The Customer Service Management Coach. As a blogger and service fanatic, bad service keeps him up at night so he's on a mission to make excellent service consistent, simple, and easy.

For more free great customer service tips, resources, or to subscribe to the blog, visit: http://www.themana.gr/.

Source: EzineArticles
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