Exceptional Customer Service in the 21st Century
Ask any CEO of a company, president of a bank, manager of an office, minister or staff and they will tell you HOW IMPORTANT the customer is to their operations and success. In meeting after meeting, heads of industry, the service sector, utilities, and government try to convince the audience how much they believe in customer service.” It is our mission, it is our number one priority, it is our goal, it is why we are in business...,” often prove to be mere epitaphs. Unfortunately, these same “customer friendly” executives go back to their offices, de-employ office staff, fail to initiate a customer service improvement plan and send memos out saying customer complaints are unjustified and overblown.
It is a contemporary mantra of service-oriented economies throughout the world that the customer is the key to success. Yet, how many of these same people are just miming what others say or think without ever actually considering what customers want, how to deliver good service, how to develop systems that enhance customer satisfaction and create a service friendly environment. The reality is that customer service around the world, with a few notable exceptions, is either declining or stagnating. Technological developments have dehumanized service while economic pressure and high employee turnover have left customers wondering when they will receive proper service at a fair price and in a timely manner.
Why is customer service in such a “funk” – what is causing this service malaise despite the “lip service” being paid to the significance of the customer in contemporary business, government and public life? If customer service and contact with a customer or client are so important for the success of a company or organization, then why are some companies and organizations failing in this critical department?
Moreover, can a company offer good services/products at low or reasonable prices but still not meet customer demands and suffer financially as a result?
Can a company know the needs and problems of customers without having contact with them and without listening to them?
These three fundamental elements must exist and be cultivated in order for good service to flourish:
1. Expand your idea of service
2. Consider or reconsider who your customers are
3. Develop customer friendly service techniques and systems
If you master these three fundamental elements, your customer service is bound to improve and mature.
It is a contemporary mantra of service-oriented economies throughout the world that the customer is the key to success. Yet, how many of these same people are just miming what others say or think without ever actually considering what customers want, how to deliver good service, how to develop systems that enhance customer satisfaction and create a service friendly environment. The reality is that customer service around the world, with a few notable exceptions, is either declining or stagnating. Technological developments have dehumanized service while economic pressure and high employee turnover have left customers wondering when they will receive proper service at a fair price and in a timely manner.
Why is customer service in such a “funk” – what is causing this service malaise despite the “lip service” being paid to the significance of the customer in contemporary business, government and public life? If customer service and contact with a customer or client are so important for the success of a company or organization, then why are some companies and organizations failing in this critical department?
Moreover, can a company offer good services/products at low or reasonable prices but still not meet customer demands and suffer financially as a result?
Can a company know the needs and problems of customers without having contact with them and without listening to them?
These three fundamental elements must exist and be cultivated in order for good service to flourish:
1. Expand your idea of service
2. Consider or reconsider who your customers are
3. Develop customer friendly service techniques and systems
If you master these three fundamental elements, your customer service is bound to improve and mature.
posted by Stella Atanda at
5:51 PM
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