What does customer service mean to you?

Often we have differing views on what customer service means to us, these perceptions are often derived from our personal experiences, experiences of our leaders or experiences of those in our network.

This question also pops up at job interviews and it is often to determine whether your definition of customer service aligns with that of the organisation

What does customer service mean to you?

To me customer service means meeting and exceeding customer expectations, going above and beyond and ensuring that our customers are satisfied.

We often return to a company, time after time, because we feel that we have received wonderful service.

During one of our recent Customer Service Level 2 workshops, I discussed my own experiences, when dealing with an organisation, that had not trained their staff on the importance of Customer Service!

“Fish and chips, I would like fish and chips,” I said to my husband as he gave me the “You need to eat healthy look”

Having lived in the Middle East for a number of years, there were not many options the craving for, chip shop style fish and chips reared its head every now and again!

I picked up the phone and called the restaurant to book a table (yes there was no local chippy) the lady on the phone gave me quite a surprise.

“ Good evening Maaaam” she said whilst sobbing down the phone!

“ How may I help you” sniffle, sniffle sob!

Me “are you ok?”

“Yes maaam, I am sad because my boss does not treat me well!”

Me “oh no, that’s not good, is there anything I can do? (I only called to book a table)

“No, I am ok, how can I help you?”

This initial experience was not a good one.

First impressions matter, my impression of this particular company, was that it did not value its employees or my custom!

As you can imagine, I did not call again!

Customer service is a key component of your customer experience.

No one wants to do business with a company that treats its staff or customers poorly.

A recent Walker study found that by the end of 2020, customer experience will overtake price and product as the key brand differentiator!

Think about your, business or the organisation that you work for, are your team aware of the importance of providing exceptional customer service? Do they know how to listen to customers and how to communicate over the phone? Do they know that to provide exceptional service they must go above and beyond? Are they aware that customer experience is a top priority for many businesses?

If you wish to retain existing customers, attract new clients, win the trust and loyalty of your customer’s, ask yourself and your team "What does customer service mean to you?"

If you need any help, our team are on hand to support.

Our Customer service Level 2 qualification is designed to help build knowledge and skills and ensure that you are providing the best customer experience.

For more information contact [email protected]