Customer service: Stand out from the crowd

Stand out customer service

Developing a customer service proposition which stands out from the crowd is the aim of many. Hands raised, waving the flag, surely our service is differentiated... Unfortunately we rarely get to see the perspective of the customer and often unable to assess objectively whether our company genuinely stands out. Gathering customer feedback through social media channels as well as through the more traditional tools becomes a critical activity. This is especially true if we suddenly discover that we stand out for the wrong reason in which case the company reputation is under threat and remedial action must be taken as a matter of urgency

Picture courtesy of Peter Stevens with our thanks - http://www.flickr.com/photos/pedrostephano/

Shadow customer service

So much effort is being deployed on customer service design that it becomes nearly impossible for individuals to be themselves. The rule books, the scripts, the do's and don'ts mean that at best the modern customer service company executive is a shadow of himself. Unsurprisingly this plethora of procedures can often be counter-productive as clients feel that their interlocutor is not acting in a natural or genuine way.  It can also provide plenty of ammunitions for the customer service officer to be obstructive rather than helpful - "computer says no!" or "this is against our policy" become frequently used sentences. More worrisomely this often leads to poor levels of job satisfaction which rapidly result in poor customer service. So, make sure your employees do not turn into customer service shadows.

Customer service poem

Customer Service Poem

Be Versed in Good Service

For really top service beyond all compare,

You have to let customers know that you care,

Right from first contact, the seeds will be sown,

So take time to smile when you pick up the phone,

 Be professional, courteous, clear and concise,

When talking of colour, delivery and price,

Don't rush through your work, or do jobs on the cheap,

And don't make a promise you know you can't keep,

If a customer phones, and is feeling uptight,

Do all that you can to make every thing right,

Sympathise, listen, and let them explain,

You can turn things around, so they'll come back again,

Customer service is just like a poem,

If it's good you will smile, if it's bad you'll just groan.

©Jan Jack’s Perfect Verse 2011 

http://www.perfectverse.co.uk/

In this new world, where AI is making its presence felt more and more, we asked Bard to have a go at writing a customer service poem. Here is one of the attempts made in June 2023. Please leave a comment stating which version you prefer, human or AI generated.

A Customer Service Poem

When I call for help, I want to hear a poem, Not just a list of things I'm not allowed to do. I want to feel like I'm talking to a poet, Not a robot that's programmed to say "no".

So please, when you answer my call, Be creative and be bold. Use your words to paint a picture, And make me feel like I'm not alone.

Tell me a story about your day, Or about the time you wrote a poem. Make me laugh, or make me cry, But whatever you do, don't make me feel like I'm just a number.

I'm a person, and I deserve to be treated with respect. So please, give me a customer service poem, And make my day.

I know that you're busy, And that you have a lot of calls to make. But please, take a moment to be poetic, And to give me a poem.

It doesn't have to be long, Or even very good. Just something that shows that you care, And that you're not just a machine.

So please, next time I call, Give me a customer service poem. It will make my day, And it might even make yours.

Customer farming

customer service farm

The farming community knows a thing or two about delivering real results despite unpredictable and changing market conditions. The parallels which exist between agriculture and customer service and marketing are not used enough and yet they could assist in the design and delivery of a clear customer-focused strategy. Chose the best food to grow, select the crops, prepare the soil, plant the seeds, use (or not) fertilizers, provide water when needed, harvest, select, calibrate, taste, store... Wouldn't it be great if our local farmers could engage in workshops to develop these simple concepts and help us adapt them to the way we handle customers. Unfortunately they are far too busy producing tangible results.....the first lesson maybe?

Picture courtesy of http://www.berryscrumptious.co.uk with our thanks

Customer service skills: what kind of animal are YOU?

Customer service skills

Irrespective of our actual customer service skills, many of us have an opinion about how customer service should be and what to do in order to deliver good customer service. However intuitive this may be, one should take a step back and see what we can learn from our recent experience. One of the best learning point is to reflect on how we individually behaved when someone complained about our own level of service. What were our customer service attributes? Did we become defensive? Scared? Opinionated? Aggressive? Rude? Cheeky? Suddenly the customer was not right any more, was he? Wouldn't it be worth writing down our own customer service skills set and reading it again before complaining about others?


Update - March 2013

We have put together a list of what we believe are the essential customer service skills. As always, we are very happy to take your suggestions on new skills which you believe should be added to your page. http://blog.verygoodservice.com/customer-service-skills/

Spinning the customer service wheel of fortune?

Wheel of Fortune Customer Service

Delivering good customer service should not be like spinning the Wheel of Fortune. Companies have to find a way to make sure that customers win at all times. It might require educating clients and make them appreciate the value of all prizes. Above all, they should not leave disappointed and certainly not feel as if they were victims of the luck of the draw. The customer service lottery is definitely one  to avoid...