Kevin Vincent is a director of business improvement consultants Vincent and Nugent Limited – www.vincentnugent.co.nz
In order for organisations to excel, they must do more than simply satisfy their customers. They must differentiate themselves and their employees in significant ways that add value to the “customer experience”. They must provide service that is unique, faster, more reliable, more responsive, and more caring than ever before.
Organisations must:
- Demonstrate an understanding of the customer’s needs and expectations, and…
- Exceed the customer’s needs and expectations.
Customer service is everyone’s responsibility. The secret is simple – make it easy and pleasant for your customers to do business with you.
Customers are really everything. We all recognise the importance of the provision of best possible customer service and that adding value to the customer experience will enhance our chances of future growth.
Why then do we encounter and are subjected to shoddy, sloppy and thoroughly unprofessional service? When was the last time you felt neglected, frustrated and annoyed at the service you received? I expect it wasn’t that long ago.
Dr. Albert Schweitzer, the German (and then French) theologian, organist, philosopher, physician and medical missionary said, “I don’t know what your destiny will be, but one thing I know: the only ones among you who will be happy are those who will have sought and found how to serve”.
This sentiment needs to be embraced by all in business, who by their very existence, pursue the exchange of goods and services for payment.
Organisations must focus on customer service. It is true many companies have the same levels of technology, similar equipment and processes and that the only real opportunity to differentiate, or stand out from your competitors, is to provide better service and constantly seek ways to add additional value.
It is clear the company goals must focus on obtaining and retaining satisfied and loyal customers.
My tips for the provision of best service include:
- Know your customer well. Understand their needs and your capabilities to meet those needs. Learn and understand their needs, wants, desires, issues and goals
- Constantly seek ways to add value to the customer relationship
- Listen to your customers. Listen to hear, listen to understand and listen to communicate your understanding. Everyone loves a listener
- Do the right things for your customer. Be empathetic and see things from their perspective. Have a real integrity and strong values with your customer. Treat your customer as you would like to be treated
- Provide best possible service to your internal customers. Try it, the results will delight. As we treat each other better so we will all play our part in the provision of best service to our external customers. Customer service is contagious
- Trust your customer and be trusted. It is the foundation of relationship.
