Every once in a while we need to step back, and look at how we offer customer service in our organization. Although they are an important part of the process, customer service is not just a smile and a friendly greeting, customer service is a series of activities designed to enhance the level of your customer’s satisfaction.
Growing up in the sixties, my English classes were filled with the recitation of poetry on almost a daily basis. A portion of a poem that I learned has probably been quoted and misquoted more times than I can count. It is a line from a Robert Burns poem where he writes “To see ourselves as others see us!” which often becomes interpreted as “to see ourselves as others see us”.
If we take the time to audit ourselves and look at our customer service level from an outsiders perspective, how do you think we would fare? In doing customer service audits for various organizations, I have seen a number of things that from the inside are considered mandatory or cute and funny, but from the outside interpreted much differently.
Before you leave work today, take your own audit. Take some time to see yourself as others see you. Only then will you know if your service level has met your customer’s expectations.
Originally published by Brad Domitrovich on przealot.com
No comments:
Post a Comment