Buyer Centricity: Commence with Customer Service

Among the basic tenets of Customer Centricity is service. Why? Service is taking action to take care of someone else. More to the point, it’s taking action to create value for someone else (Ron Kaufman). It is how one adds value to others and along the way, gains more of himself. In most cases (though not on purpose), people feel great about providing others a service, as doing so naturally entails a confident feeling within themselves. In essence, service is really a spirit of altruism. It is not really a procedure to follow along with, but a mindset of purposeful engagement and proactive communication that contributes to a productive behaviour.

Let’s define Customer Service.

Wikipedia defines Customer Service as the act of taking care of the customers’needs by giving and delivering professional, helpful, good quality service, and assistance before, during, and after his/her requirements are met. Certainly one of my personal favorite Customer Service (CX) gurus, Michael Falcon, defines it as “a motion in a entire customer experience; and to attain a great experience, every touchpoint from beginning to get rid of must certanly be exceptional.” Be aware that this definition of Customer Service gives rise to its particular ingredient, “touchpoint,” meaning, every point of connection with a person (face to handle, phone calls, emails, ticket logs, etc).

On one other hand, Turban (2002), defines Customer Service as “some activities designed to enhance the degree of client satisfaction — that is, the sensation a product or service has met the customer’s expectation.”

Apparently in these concepts given by the experts, common factors in Customer Service surface: action/delivery, care, and meeting customers’needs. Additionally, there’s frequent usage of superlatives such as exceptional, excellent, finest quality, and the like.

In a nutshell, Customer Service is any action on all customer touchpoints, where we deliver our knowledge and abilities to customers to meet up their needs and expectation in a great way. Telus customer service It is really a cornerstone to a person experience (CX) strategy. It is really a balance of commendable acts between delivering service (which includes best practices and agent experience) and satisfying customers at a cost. It is approximately how an organization delivers its products or services in the absolute most humanly satisfying manner, as pleasurable as possible.

What type of service will become necessary then? Answer: we need superior service be delivered at any touchpoint, for “Good is no more good enough.” To quote Ron Kaufman once more, “The thing that was adequate for yesterday, isn’t adequate for today. What’s adequate for today, won’t be adequate for tomorrow.” This really is so because of the fast-changing business world. It is vital to keep climbing the ladder of service level to keep up with the competitive environment. Being close to your customers and really anticipating their needs as even their wants and needs also change quickly. “The business world is always unpredictable,” as the saying goes it. Thus giving us more reason to get even closer and know our customers even better.

With standards ever rising, how then do we give great or superior service? As mentioned, there should surely be described as a balance of sterling performances between the product (technical or otherwise) and experience (relationship part of our customer interactions). Together with this, we must make our customers a priority. One critical part of Customer Centricity is really a customer-focused mindset (or for a few people, “customer-first mindset”). Focus on them as people and no problem to create a satisfying human experience. Superior/excellent customer service may not merely result to Customer Satisfaction alone but moreso, Customer Loyalty — the greatest reward of Customer Centricity. With no question, top-notch service creates loyalty and a returning customer, that is all our aim in business.

Based on Mohandas Gandhi, “The best way to find yourself is to lose yourself in the service of others.” This dictum is the building blocks of any customer service definition and execution. We define service as any action taken fully to take care of someone. Hence, customer service must be executed in a way that takes care of our customers- whether internal or external. The truth is everyone in your company environment is your customer (they are your internal customers) and your external customers are the people who pay the bills that becomes a revenue of your company or company.

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