Common sense would tell us every week was ‘Customer Service Week’ … and every day is ‘Customer Service Day’ … or at least it should be.
Well let’s work with it … for starters, the definition of Customer Service is the assistance and advice provided by a company to those people who buy or use its products or services.
Also common sense, but the common sense disappears when we don’t measure how we are doing in delivering on our promise of providing ‘outstanding customer service’.
We say it – we think it – but most don’t measure it.
My leadership tip for you this week is to determine the current level of customer service levels your organization provides, then work towards improving it.
During October we will be conducting seven different ‘Customer Satisfaction’ surveys for clients. They understand the value in measuring how well they’re doing and by no strange coincidence are leaders in their industry.
By gathering data and taking action you will increase the probability of increasing sales, market share and profitability.
More importantly, for your organization to provide your Customers with the ‘ultimate Customer experience’ you will need to create a team that is fully engaged, dedicated and committed to working in harmony to achieve agreed upon objectives.
Additionally, you must understand what poor customer service costs your organization. To maximize success, I highly recommend having an employee engagement strategy. You can’t provide stellar customer service with disengaged employees.
Make every day a special day for your Customers and enjoy your leadership journey !