Juxtaposition of customer service is to put our best foot forward to solve the customers issue in as little time as possible with the least amount of compensation effective. Too often in business quality is based on quantity and the customer’s issue is not actually as important as they are made to think that it is. It is much easier to hurry to get the issue resolved and give the customer something trivial for a quick customer service satisfaction, rather than take the time to explain the process, review the customer’s knowledge and make certain he understands the program. This is where customer service lacks. Consistency. The policy says you do “this”, you get “that”. Too many times a customer does not finalize “this”, yet they know that they can contact customer service to get “that”.
Consistency creates loyalty and long-term customers. They may not like some of the policies, but they know what they can expect. Expectation and follow through is customer satisfaction. It’s not wishy-washy. Communication and information relayed to the team of customer service reps is crucial to customer satisfaction. If your company doesn’t communicate what it is they expect from the team, how can the team perform for the customer? Is it about numbers on paper and how many customers your company handles in day? Or is it about satisfying that customer’s wants, desires, needs?
Sure in the fairytale world of perfection, the customer is satisfied, the numbers on paper are stout, the boss is taking a month-long vacation in Cancun and all of his customer service reps are getting an impressive bonus in their next paycheck. The juxtaposition of customer service is to give a little bit here to take a little bit there. Money talks, bullshit walks.
Footnote: This year I decided to go with the A-Z of Customer Service. I’ve complained too long that customer service isn’t what it should be. Tell me God doesn’t have a sense of humor. He put me in a position make a difference in what I think customer service is and should be. This month I will share with you what I’ve learned about successful customer service. Hope you enjoy the ride.