One of the basic tenets of Customer Centricity is service. Why? Service is taking action to take care of someone else. More importantly, it is taking action to create value for anyone else (Ron Kaufman). It’s how one adds value to others and in the act, gains more of himself. Generally (though not on purpose), people feel great about providing others a service, as doing so naturally entails a positive feeling within themselves. Basically, service is really a spirit of altruism. It’s not just a procedure to check out, but a mindset of purposeful engagement and proactive communication that leads to a productive behaviour.
Let us define Customer Service.
Wikipedia defines Customer Service whilst the act of taking care of the customers’needs by providing and delivering professional, helpful, good quality service, and assistance before, during, and after his/her requirements are met. Certainly one of my favorite Customer Service (CX) gurus, Michael Falcon, defines it as “an activity in a entire customer experience; and to accomplish a fantastic experience, every touchpoint from beginning to finish should be exceptional.” Take notice this definition of Customer Service gives rise to its particular ingredient, “touchpoint,” which means, every point of contact with a customer (face to handle, calls, emails, ticket logs, etc).
On one other hand, Turban (2002), defines Customer Service as “some activities designed to enhance the degree of customer care — that’s, the sensation that the product or service has met the customer’s expectation.”
Apparently in these concepts given by the experts, common factors in Customer Service surface: action/delivery, care, and meeting customers’needs. In addition, there’s frequent usage of superlatives such as exceptional, excellent, best quality, and the like.
In summary, Customer Service is any action on all customer touchpoints, where we deliver our knowledge and abilities to customers to meet their needs and expectation in a fantastic way. Telus webmail down It is really a cornerstone to a customer experience (CX) strategy. It is really a balance of commendable acts between delivering service (which includes best practices and agent experience) and satisfying customers at a cost. It is about how an organization delivers its products or services in probably the most humanly satisfying manner, as pleasurable as possible.
What sort of service is necessary then? Answer: we truly need superior service be delivered at any touchpoint, for “Good is no further good enough.” To quote Ron Kaufman once more, “The thing that was sufficient for yesterday, isn’t sufficient for today. What’s sufficient for today, won’t be sufficient for tomorrow.” That is so due to the fast-changing business world. It is vital to help keep climbing the ladder of service level to match the competitive environment. Being near your visitors and really anticipating their needs as even their wants and needs also change quickly. “The business world is obviously unpredictable,” as the saying goes it. Thus giving us more reason to get even closer and know our customers even better.
With standards ever rising, how then do we give great or superior service? As mentioned, there should surely be considered a balance of sterling performances between the merchandise (technical or otherwise) and experience (relationship aspect of our customer interactions). Together with this, we should make our customers a priority. One critical component of Customer Centricity is really a customer-focused mindset (or for a lot of, “customer-first mindset”). Focus to them as people and easy to create a satisfying human experience. Superior/excellent customer service may not merely result to Customer Satisfaction alone but moreso, Customer Loyalty — the ultimate reward of Customer Centricity. Without a question, top-notch service creates loyalty and a returning customer, that is all our aim in business.
In accordance with Mohandas Gandhi, “The best way to find yourself is to get rid of yourself in the service of others.” This dictum is the inspiration of any customer service definition and execution. We define service as any action taken to take care of someone. Hence, customer service should really be executed in a way that protects our customers- whether internal or external. The truth is everyone in your business environment can be your customer (they are your internal customers) and your external customers are the people who pay the bills that becomes a revenue of your business or company.