TRIPLE III TIME: The “Sliding-Scale” of Customer Service
In today’s confusing and challenging private and public sector business conduct, the definition and delivery of quality customer service has been changed. If you think in-depth about the needs, expectations, timing, locations, and laws surrounding effective and efficient customer service… you realize that many of the old principles have to be altered. So when asked to possibly offer a customer service training session for a solid group later this year… I quickly realized the terms “Change and Adaptation” in the customer service arena would be key.
Therefore, in an effort to at least offer start-up suggestions about addressing The “Sliding-Scale” of Customer Service… take a look at the following specialized TOP 10 suggestions:
- Allocate more service time for every customer. Gaining a full/better understanding of what they need is critical. ASSUME NOTHING!
- Fine-tune your listening skills. Service/product requests via telephone, online, and in-person all require different listening approaches. (Roleplaying training in each listening area may help.)
- Be your own customer from time-to-time and ask: What would YOU want to hear or happen from YOU?
- Anticipate all processes and forms that may need to be revised… just to accommodate new products and service delivery methods.
- Likewise be open to, flexible, and innovative regarding customer service delivery methods (i.e. online, in-person, videocasts, drive-thru, WHATEVER!)
- Understand that there are or will be new rules for health and safety. Embrace them quickly and move on.
- Remember great customer service is always a “two-way street”. So plan to ask a number of service questions to attain high quality.
- Slow down. Although others may be waiting… ensuring you deliver customer service right the first time… will get you more great second time business.
- As you are in the customer service action… consider how you would be measured with regard to: Patience/Process/Performance/Personality?
- Think about… identify… and utilize multiple ways to say THANK YOU. Everyone needs to hear and feel appreciated.
OK I realize this message went a little long. But The “Sliding-Scale” of Customer Service has endless points of priority and impact… my TOP 10 are just a thought-generating start.