Great Service Isn't Rocket Science
June 23, 2015 9:10am
By Jana Love
I personally enjoyed our blog last week because the outcome was a GREAT customer service experience, where the associates went over and above to anticipate needs and deliver on surprises and delights. Shouldn't this be the norm? Why are so many service experiences disappointing? My theory ~ leadership is looking in the wrong direction. Too many businesses focus on sales and not so much on service. This is baffling to me because more sales come with better service. Randy Pennington says that in his experience, "Companies with bad service view it as a cost to be managed rather than an investment that creates a competitive advantage." I couldn't agree more.
We so often hear the phrase, "It's not rocket science." Well, service isn't rocket science...companies just make it much harder than it has to be. I am a firm believer that great customer service has to begin and end with strong leadership. They must set the image and understanding of what delivering great customer service looks like. Too many organizations believe their catchy company phrases or tag lines about focusing on the customer is enough, and what we find is the catchy customer supportive phrase becomes the line item on the leadership list to be checked off instead of taking the phrase and developing an actionable campaign for everyone in the organization to understand and execute. If leadership isn't walking the walk and talking the talk, two things clearly happen,
As I mentioned earlier, this isn't hard, but somehow companies miss a couple of important components to creating the right formula for the opportunity of great service experiences. Randy Pennington sites 3 basic, yet insightful, steps to a greater chance at better service. He says, "Focus on these three areas if you want to make service your competitive advantage":
People, Process and Tools. Take a moment to see if your organization has capitalized on the importance of these three ares by developing them to the fullest.
Tags: customer service,
After a successful career in Sales and Marketing with Marriott International, Jana Love, co-author of the ProLearning Blog, founded ProShop Evaluation Services, Inc. in 1989. At that time, the company’s primary focus was mystery shopping of Sales/Catering and Reservations Departments. In 2002, she rebranded and refocused her company, becoming ProSolutions, LLC, and expanded the company’s services and models to include a wide variety of consulting, training solutions, pricing research, and performance improvement options. Jana’s passion behind the company’s tag line, “The Total Customer Experience Company” is truly what drives the business culture. As the President and CEO, she leads her team in all efforts, which includes offering customized solutions to all of their customers.
Contact: Jana Love
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