This post is the fourth in a series that will fully explore the definition of customer service offered in an earlier post.
Too often, customer service is viewed as a department, a designated employee’s job role or, someone else’s responsibility. Because of this limited view of customer service, many employees are content to simply execute a series of mandatory job functions until the end of their shifts—blissfully unaware of the myriad opportunities forfeited to make lasting positive impressions on their customers.
To expand on this narrow definition of customer service, I’d like to submit my own definition for consideration: Customer service is a voluntary act that demonstrates a genuine desire to satisfy, if not delight, a customer.
The fourth element contained in this definition that we’ll explore further is that exceptional customer service is genuine.
Considering the following customer service behaviors: express GENUINE interest, offer SINCERE and specific compliments, and convey AUTHENTIC enthusiasm. Exceptional customer service is never predicated on superficiality or disingenuousness. If a service provider’s smile reverts to an indifferent expression the moment a customer turns away, that demonstrates duplicity.
And there’s no place for duplicity or phoniness when serving customers. Exceptional customer service is not about masking your true feelings. It’s about actualizing them.
And knowing this truth about exceptional customer service provides the fourth piece to an elusive 7-piece puzzle that, when assembled, provides employees with a very clear image of what exceptional customer service is and what’s required of them to consistently deliver it.
Don’t settle for ordinary. Choose extraordinary. (It’s always a choice.) Order Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary by Steve Curtin or purchase from select retailers, including Barnes & Noble.
Watch the 90-second book trailer.
Illustration by Aaron McKissen.