One of many basic tenets of Customer Centricity is service. Why? Service is taking action to look after someone else. Most importantly, it is taking action to create value for anyone else (Ron Kaufman). It’s how one adds value to others and along the way, gains more of himself. Generally (though not on purpose), people feel great about providing others a service, as this naturally entails an optimistic feeling within themselves. In essence, service is really a spirit of altruism. It’s not only a procedure to follow, but a mindset of purposeful engagement and proactive communication that contributes to a productive behaviour.
Let’s define Customer Service.
Wikipedia defines Customer Service as the act of taking care of the customers’needs by providing and delivering professional, helpful, top quality service, and assistance before, during, and after his/her requirements are met. One of my favorite Customer Service (CX) gurus, Michael Falcon, defines it as “a motion in a entire customer experience; and to accomplish an excellent experience, every touchpoint from beginning to get rid of must certanly be exceptional.” Take notice this definition of Customer Service gives rise to its particular ingredient, “touchpoint,” meaning, every point of contact with a customer (face to face, calls, emails, ticket logs, etc).
On another hand, Turban (2002), defines Customer Service as “a series of activities designed to enhance the amount of customer care — that is, the feeling that a product or service has met the customer’s expectation.”
Apparently in these concepts distributed by the experts, common factors in Customer Service surface: action/delivery, care, and meeting customers’needs. Additionally, there is frequent usage of superlatives such as exceptional, excellent, best quality, and the like.
In a nutshell, Customer Service is any action on all customer touchpoints, where we deliver our knowledge and abilities to customers to generally meet their needs and expectation in an excellent way. It is really a cornerstone to a customer experience (CX) strategy. It is really a balance of commendable acts between delivering service (which includes best practices and agent experience) and satisfying customers at a cost. Telus tv support It is approximately how an organization delivers its products or services in the most humanly satisfying manner, as pleasurable as possible.
What sort of service will become necessary then? Answer: we want superior service be delivered at any touchpoint, for “Good is no more good enough.” To quote Ron Kaufman yet again, “What was good enough for yesterday, isn’t good enough for today. What’s good enough for today, won’t be good enough for tomorrow.” This really is so because of the fast-changing business world. It is very important to help keep climbing the ladder of service level to keep up with the competitive environment. Being near to your customers and really anticipating their needs as even their wants and needs also change quickly. “The company world is always unpredictable,” as the saying goes it. This provides us more reason to obtain even closer and know our customers even better.
With standards ever rising, how then do we give great or superior service? As mentioned, there should surely be described as a balance of sterling performances between the item (technical or otherwise) and experience (relationship facet of our customer interactions). Along with this, we ought to make our customers a priority. One critical component of Customer Centricity is really a customer-focused mindset (or for a few people, “customer-first mindset”). Focus to them as people and no problem to produce a satisfying human experience. Superior/excellent customer care may not only result to Customer Satisfaction alone but way more, Customer Loyalty — the greatest reward of Customer Centricity. Without a question, top-notch service creates loyalty and a returning customer, which will be all our aim in business.
In accordance with Mohandas Gandhi, “The easiest way to find yourself is to reduce yourself in the service of others.” This dictum is the building blocks of any customer care definition and execution. We define service as any action taken fully to look after someone. Hence, customer care must certanly be executed in a way that manages our customers- whether internal or external. The fact remains everyone in your company environment can be your customer (they are your internal customers) and your external clients are individuals who pay the bills that becomes a revenue of your company or company.Read More