User Centricity: Start with Customer Service

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One of the basic tenets of Customer Centricity is service. Why? Service is taking action to look after someone else. Most importantly, it is taking action to generate value for someone else (Ron Kaufman). It is how one adds value to others and along the way, gains more of himself. Typically (though not on purpose), people feel well about providing others something, as this naturally entails an optimistic feeling within themselves. Essentially, service is really a spirit of altruism. It is not really a procedure to check out, but a mindset of purposeful engagement and proactive communication that leads to a productive behaviour.

Let’s define Customer Service.

Wikipedia defines Customer Service because the act of taking care of the customers’needs by giving and delivering professional, helpful, high quality service, and assistance before, during, and after his/her requirements are met. Among my favorite Customer Service (CX) gurus, Michael Falcon, defines it as “an activity within an entire customer experience; and to reach a great experience, every touchpoint from beginning to end must be exceptional.” Be aware that this definition of Customer Service gives rise to its particular ingredient, “touchpoint,” meaning, every point of contact with a person (face to handle, calls, emails, ticket logs, etc).

On another hand, Turban (2002), defines Customer Service as “a series of activities designed to enhance the level of customer satisfaction — that’s, the feeling that the product or service has met the customer’s expectation.”

Apparently in these concepts distributed by the experts, common factors in Customer Service surface: action/delivery, care, and meeting customers’needs. Additionally, there’s frequent usage of superlatives such as exceptional, excellent, highest quality, and the like.

In a nutshell, 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 great way. Telus webmail not working It is really a cornerstone to a person 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 all about how an organization delivers its products or services in the absolute most humanly satisfying manner, as pleasurable as possible.

What sort of service becomes necessary then? Answer: we truly need superior service be delivered at any touchpoint, for “Good is no longer good enough.” To quote Ron Kaufman once more, “What was adequate for yesterday, isn’t adequate for today. What’s adequate for today, won’t be adequate for tomorrow.” That is so because of the fast-changing business world. It is essential to keep climbing the ladder of service level to match the competitive environment. Being close to your visitors and really anticipating their needs as even their wants and needs also change quickly. “The business world is definitely unpredictable,” as they say it. This provides us more reason to have 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 described as a balance of sterling performances between the product (technical or otherwise) and experience (relationship facet of our customer interactions). On top of this, we ought to make our customers a priority. One critical element of Customer Centricity is really a customer-focused mindset (or for a few people, “customer-first mindset”). Focus in it as people and easy to produce a satisfying human experience. Superior/excellent customer support may not merely result to Customer Satisfaction alone but moreso, Customer Loyalty — the ultimate reward of Customer Centricity. With no question, top-notch service creates loyalty and a returning customer, which will be all our aim in business.

According to Mohandas Gandhi, “The easiest way to find yourself is to reduce yourself in the service of others.” This dictum is the inspiration of any customer support definition and execution. We define service as any action taken up to look after someone. Hence, customer support must certanly be executed in a way that protects our customers- whether internal or external. The truth is everyone in your organization environment is your customer (they are your internal customers) and your external customers are the people who pay the bills that becomes a revenue of your organization or company.

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