I was looking up what customer service meant to me, and what it means to others.
Here’s what I discovered:
"Customer service is the ability to provide a service or product in the way that it has been promised"
"Customer service is about treating others as you would like to be treated yourself"
"Customer service is an organization’s ability to supply their customers’ wants and needs"
"Customer Service is a phrase that is used to describe the process of taking care of our customers in a positive manner"
"Customer Service is any contact between a customer and a company, that causes a negative or positive perception by a customer"
"Customer service is a process for providing competitive advantage and adding benefits in order to maximize the total value to the customer"
"Customer Service is the commitment to providing value added services to external and internal customers, including attitude knowledge, technical support and quality of service in a timely manner"
"Customer service is an organization’s ability to supply their customers’ wants and needs."
What does customer service means to you?
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The golden rule of treat others as you would like to be treated is a great one.
Customer service is providing the kind of support
your kind of customer most values
at such a level of excellence
that they can’t resist telling others….
(that’s what Phil G. exudes too
To me, Customer Service is first and foremost giving every customer the red carpet treatment. Secondly, if and when (because Mr. Murphy likes to poke his nasty head around from time to time) you have a complaint, customer service is making sure the complaint is heard, acknowledged, addressed, and fixed. I told my customers when I worked for AT&T whenever there was an issue “I may not be able to fix this today, but if you would give me 24-48 hours, I will have a resolution for you and will call you with results”. Even the most cranky customers cannot complain about this.
The best thing to remember when dealing with customers (even if they are unruly, obnoxious, unfair, or just mean) is that they are the ones putting a dollar sign in front of the numbers on your paycheck. The happier they are, the happier you are.
Customer Service is what we invented because we sell products and service no one can understand and we are not honest about that before we sell it.
So: Customer Service should be unnecessary (in let’s say 90% of the cases)
Nice list, Phil…looks like the outline for a book
I agree with Justin Iiams’ comment on what customer service is. Customer service also should be of a quality that even though the customer has a problem, the way that the problem is dealt with makes the customer even happier and more loyal to the company AFTER than he/she was before the problem occurred.
Customer Service is a school of thought, a skill that is hard to teach, an innate quality in a person who has a desire to help. Customer Service fulfills an emotional need in the customer which brings validation and resolution to his/her concern, problem or issue. Customer Service at its very basic is relationship building.