Customer service is all about delivering a service to customers.
It’s not about sales or marketing: it is all of them put together.
It inculcates every single contact with your customers from the time they make contact with the organization in any one form or another: website, phone, email, in person and continues through any purchase and then beyond, as they use your service on an ongoing basis.
Looking at it from that perspective, it is clear that everything that anyone in the organization does may affect your customers’ experience of your organization, and is therefore part of the customer service.
Performance in any field is guided by a few core principles. Say you want to improve at swimming. One way would be to go for a daily swim at your local spot. Will you improve? Definitely.
GREAT CUSTOMER SERVICE BEGINS WITH A SMILE
….and a smile begins with a customer-centric culture.
What does it mean to be a customer-centric business?
To start, it means that every portion of the business is oriented towards the customer.
From the sales representative to the managers, every single person in a business places the customer as their priority.
It starts with a CEO and trickles into every aspect of the business.
Why should you care?
Businesses that excel at customer experience have a 14% advantage in their respective market.
The take away? Even if you’re business is solely motivated by revenue, orienting yourself towards the customer pays off.
Wait, weren’t we talking about smiling? Yes, and here’s why culture is intricately tied to service with a smile…
A SMILE IS PART OF OUR CULTURE
A smile is a result of a company with the right culture.
It’s not just something that you force on employees. A smile is a consequence of the right state of mind.
It should be a natural consequence of a company that understands how to support and empower their employees.
There is a world of difference between good and bad customer service. Good customer service—whether before, during or after a sale—results in happy customers, or even, if you have done particularly well, delighted ones. This often translates into good reviews, word-of-mouth recommendations to other people, and repeat business.
Bad customer service, on the other hand, results in unhappy customers, poor reviews, and lack of repeat custom. It is not hard to see why organisations strive for good customer service.
As customer service week comes to an end it’s important to strive to make excellent client service part of your business culture and in the end the benefits reaped will be outstanding.
“OUR GOAL AS A COMPANY IS TO HAVE CUSTOMER SERVICE THAT IS NOT JUST THE BEST, BUT LEGENDARY”
