Deliver Excellent Customer Service Customer service; it is common sense. You may know how to deliver an excellent customer service experience, but do you? Not long ago a potential client called my office. We discussed the reason he was calling, the problems he’s having and the results he wanted to achieve. He claimed his employees […]
Customer service; it is common sense. You may know how to deliver an excellent customer service experience, but do you?
Not long ago a potential client called my office. We discussed the reason he was calling, the problems he’s having and the results he wanted to achieve. He claimed his employees weren’t executing on the “basics.” Within a day I presented an outline of a proposed program. A week later his response was, “We already know how to do that.”
My response was, “Of course you do. Much of customer service is common sense. Unfortunately, it’s not always so common.” What I really wanted to say to him was, “If you really do know how to do it, then why are you so bad at it?” After all, he already admitted that his people weren’t delivering the basics of good service. What I had proposed is exactly what he needed.
You see, it turns out that most companies do know what to do. They just have a hard time executing. So, if so much of customer service is common sense, then why don’t most people do it better?
There are lots of answers, and here are five of them; common sense answers to why common sense customer service fails:
There are obviously many more reasons companies fail at customer service. To be successful, it starts with the basics, which are common sense. Sure, most people know it. And, if you’re someone who reads my articles, watches my videos and follows me on social media, I bet you not only know it, you get it, and you deliver.
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 ©MMXIV, Shep Hyken)
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