In all the places that I have gone and businesses that I have worked with no one has ever come up with a definition of what customer service is. In fact the notion is quite vague and caries some what of a mystique.
It certainly means different things to different people and when you talk to a consumer the definition to them is certainly polarized opposite of that defined by business owners and managers. Even when talking to business owners and managers the context of what customer service is changes with the person, although they can be grouped according to perspective.
The one lacking ingredient that I constantly come across is the lack of a focus in a business and certainly a lack of any credible policy that could define this question through out a department or company. Do you know what customer service is? May I suggest that you ponder the thought and devise a document that defines “Customer Service” for your business. It doesn't matter whether it is large or small, just get it done. Providing a unified front on any policy strengthens a business. In this case defining what customer service is, will empower both the customer and the employee.
For more information on customer service and customer experience management visit
"The Customer Development Center"
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1 comment:
Well, I think it's the customer who should define customer service, or tell you what constitutes excellent customer service. You will know about their idea of customer service by knowing them and being attuned to what they need, how they behave, and what makes them happy.
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