7 Key Drivers for Great Customer Service

Most organizations in the world believe they deliver awesome service. To reinforce this, firms spend most of their money on surveys. With every transaction they want a survey. The NPS score is critical for so many firms. They tend to be everywhere and customers are bombarded with e-mail or online survey offers from companies who want to know their opinons about their products, services, etc.  The problem is most customers think customer service is lousy. Most people would have trouble identifying 5 firms that deliver exceptional service.

Hard Work

“Talent is cheaper than table salt. What separates the talented

individual from the successful one is a lot of hard work.” – Stephen King

 

We’ve heard it since childhood.  We’ve heard it from parents, teachers, and friends…“You just have stick to it and try (work) harder”.  Success is more a combination of how hard one is willing to work or practice than the God given talents we are born with.

U.S. Airline Carriers vs Home Depot & Amazon

Very few organizations know they are in Customer Service.  As we’ve seen recently, United Airlines is in the transportation business. Home Depot, on the other hand, is focusing on the Customer Experience. 

Very few organizations know they are in Customer Service. 

Sometimes we learn more from what goes wrong.

If You Want an Employee to Make an Empowered Decision, It Takes 2 Miracles at One Time.

The most difficult skill to get almost any employees to use is Empowerment. Trying to get an employee to make a fast, empowered, decision in favor of a customer takes two miracles at one time. Regardless of how committed the CEO is, it is almost impossible to get your employees to spend even $5 without asking their supervisor or manager for permission.

Why did Oral & Maxillofacial Lose $7,000?

Almost all U.S. firms believe they are awesome at customer service, speed, empowerment, and service recovery. They are living in La La Land. I demand great service and firmly believe we all should. I will NOT give money to firms that suck at customer service. 

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The Foundation of Customer Service
Every one of these tenets is an essential part of high quality customer service. Can your company afford to lose business by missing even one of these basic traits? what's your return on service?

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Bad customer service loses money.
Find out how much money your company has lost due to its poor customer service practices with our "Return On Service" calculator.  what's your return on service?