Customer service exists when the needs and expectations of a customer, as defined by the customer, are met. How your customers define “service” should shape every interaction you have with them.
Definitions of “service” that are based only on an exchange of money for goods or service miss the overall point of customer service. “Service” should provide the customer with more than a product or action. It should provide satisfaction!!!
Customer Service = Responsibility + Delivery
What is customer service excellence?
Customer service excellence goes beyond handling the routine tasks that are expected daily. A civil servant who displays customer service excellence goes above and beyond their call of duty. They consistently display the following characteristics:
Approachable, friendly, helpful, polite, courteous, and understanding
• When customers make contact with you, either face-toface, over the telephone or over the Internet, they want a warm response. It can still be businesslike, but you should look and sound friendly and approachable. The customer needs to know that you appreciate their wants and circumstances.
Trustworthy, honest, and fair
• The customer wants to feel like they receive adequate attention and reasonable answers, and that they can trust you. Be honest - don’t exaggerate the results your product or service will provide. Don’t promise things you cannot deliver! Be honest and direct about what your products and services can deliver.
Professional in both conduct and appearance
• Personal grooming has a big impact on your customers. Dirty hands, messy hair, and poor dress can mean the loss of an otherwise happy customer. When interacting with customers, dress neatly and in a professional manner so you can command respect, and to let customers know you take your position seriously.
Flexible - both personally and with service provision
• Customers hate to hear “no” or “it can’t be done.” It’s not always possible to say “yes” to a customer or do exactly what they want; however, it is important to be as flexible as you can. Tell customers what you can do…not what you can’t.
Knowledgeable and competent
• Customers want to know that you can do your job and do it well!
• Customers need to know that you are able to provide them with “the answers.”
• Too much information and “selling” can turn customers off.
Provides effective communication (verbal, written, body language, tone, expression)
• Customers often get the impression that the person dealing with them is not really listening. Listening skills are an important component of communication. Providing good eye contact with people, and concentrating on what they’re saying, is an indication that you are paying attention.
• Keep an open mind and resist the temptation to jump in with an answer.
• Greet your customers and use their name. Using a customer’s name when you talk with them personalizes the transaction.
• Sometimes it is not what you say, but how you say it! When you pick up the telephone, body language and visual experiences become less apparent, so your tone of voice and attitude become the main factors in the way you communicate.
• Do not raise your voice in frustration or anger, regardless of how difficult or tiresome a situation may be.
• Facial expression sets a positive tone with your customer, even before you begin to speak. A smile and a pleasant face can immediately humble an unhappy customer.
• The way you use your hands to emphasize what you want to say (even on the phone) is important.
• Your posture is important, too! If you are slumping in your chair or leaning against a wall, it creates an impression on the customer. Are you really interested in helping this person? Your posture should tell your customers that you are friendly, attentive, and open. Nod to express interest.
Serves clients in a timely manner and sets the proper expectations
• Customers want to know about products and services, but in a relevant and time-sensitive manner.
• You should have a departmental (or personal) policy to return phone calls, e-mails, or any customer contact within a reasonable time period (24 hours? 48 hours? It depends on the nature of your work!) The bottom line is that you should let your customers know upfront when they can expect to hear back from you.
Displays a clear commitment to providing customers with results, and is accountable if things do not work out as planned
• If you say that you will do something, follow through! Nothing spoils a customer relationship faster than not getting what is promised. If you want your customers to trust and believe you, you have to follow through and do what you say you are going to do.
Effective at resolving conflict(s) and/or solving problem(s)
• When things go wrong, customers want you to solve their problems quickly. They don’t want to hear excuses, who’s to blame or why it happened. They just want it fixed, fast.
• Customers will often judge the quality of your service by the way you deal with their problems. They will even forgive your mistakes if you recover well.
• Don’t be afraid when something does go wrong; it’s often a great opportunity to show customers just how great your service really is.
• Consider both business and non-business problems.
- Business problems include taking care of complaints and meeting a customer’s needs. These customers are coming to you to either address a complaint or to have you help them with a problem, and you need to be there to help them.
- Non-business problems have nothing to do with what you and/or your organization provide. For example, think about the tourist whose rental car breaks down outside of your office. He comes into the office and you are at the front desk. How do you respond…you are really busy that day and he is asking for your help! Do you tell him to contact his rental car company? Or, do you welcome him into the office, tell him to have a seat, and make sure that he gets the help he needs? Solving non-business problems may be a potential way to generate good public relations!
Displays a willingness to always go the “extra mile” to satisfy a client’s needs
• Customers appreciate it when you show them that you will do whatever it takes to make them happy!
• Customers just want to feel good! They want to feel better than they did before they dealt with you or anyone in your organization. If you can create that feeling, then you’re well on the way to giving customers what they really want and your customers will love you!
