As usual, this customer service article is being published on Wednesday. However this particular Wednesday is Christmas day. So, in the spirit of the holiday season, I thought it would be nice to share my holiday wish for you and your company.
In addition to health, happiness and peace on earth, my wish for you this holiday season is that your company delivers amazing customer service to every customer every time.
That is a simple wish, and most likely you will agree, a good wish. I checked with Santa, and he said that I should be more realistic with my wishes. I really did ask Santa. Okay, it was at a company Christmas party, and though the guy looked like Santa, and he dressed like Santa, his real name is Bob and he is the VP of Customer Service for the company.
Is customer service hard?
Most people would say, “NO.” Then why don’t more companies, if not all companies, deliver better customer service?
The answer is that customer service is hard. It is the concept of customer service that is easy.
Everyone knows what they are supposed to do. I have said it before “Customer service is common sense that unfortunately is not always so common.” As simple as some of the strategies and tactics that go in to creating a customer centric culture, it takes effort to execute. That said, here is a Top Ten list of the common sense things that might go into fulfilling my holiday wish that every company deliver amazing customer service.
- Everybody is nice.
- The company hires the right people, with the right attitude and the right personality.
- Everybody knows that their internal customers are as important as the outside customers.
- The company’s leadership act as role models for what customer service should be.
- Everybody treats their fellow employees like they are customers, maybe even better.
- Employees are engaged.
- Employees are empowered to think “outside of the box” to come up with ways to better serve the customer.
- Employees are fulfilled.
- Employees are knowledgeable and trained – both in technical and soft skills, like customer service.
- Employees are enthusiastic about their jobs, what the company does and about their customers.
And, if Santa would only grant me one wish, it would be that every company Amaze Every Customer Every Time!
Happy Holidays, and may 2014 be your most amazing year yet!
What would you add to my list of how to deliver amazing customer service?
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314)692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken
(Copyright ©MMXIII, Shep Hyken)