Go beyond omnichannel customer service

After a long period of decline, the use of the word 'omni' in English literature seems to be on the up. The same can be said in the field of customer service where omnichannel has become the buzz word, with the intention to offer a seamless service across an organisation. But why restrict yourself to omnichannel. Ideally, organisation need to adopt an omnicorporeal approach to customer service, ensuring that an omnifarious desire to satisfy customers is omnipresent. This is only achievable if companies employ omnicompetent staff able to solve omnigenous queries. Once the basics are in place, management can omnify the philosophy throughout its operations which should ensure that customers are provided with an omnibus service. Finally gathering of the customer service omniana will be critical to the feedback loop and the more forward looking organisations might consider employing omnivore staff who have the appetite for handling the most complex situations.

Service without restrictions

For customers, the notion of best service might only become real when all restrictions surrounding classic service delivery have been removed. No opening hours, endless availability of products in all shapes, colours and sizes, no queues, free parking available at all times, no reservations needed, 24/7 delivery hours, ability to change bookings at short notice, immediate repesponse time via social media, no quibble returns policy...the list is long. 

The cost issue is a major hurdle standing between customers and the best service utopia but nevertheless, companies are trying to deliver elements of this vision via an increased use of technology [whilst at the same time reducing some of their costs]. 

The unstopabble growth of self-service is eliminating many constraints but making customers work hard to obtain the service they feel they deserve. Why don't companies contribute their part by having a systematic look at what other service restrictions exist within their organisations and see if these could be lifted.

Best customer service

Best customer service formula

The recipe for best customer service has never been published yet many organisations claim to know the secret formula. By performing a key word density analysis on a number of relevant pages we have come up with the secret formula from the customer point of view:

29% - deliver a result: give the customer what he wants and that will be a key driver of satisfaction
25% - being helpful: all about attitude and clearly trying to help the customer resolve their queries
11% - speed: giving a solution quickly is appreciated by customers
10% - listening: listening to the customer is a mark of respect and will help understand his/her "case"
7% - learning: customers want companies to learn from previous situations so bad stuff does not happen again
4% - experienced and skilled staff: clients want to deal with competent staff
3% - social media presence: for some customers, social media will help deliver the best customer service
3% - excellence: quality of service has a role to play in the overall customer service process
3% - marketing: the promise of good customer service actually contributes. It shows the company commitment to deliver the very best customer service
2% - rules: some rules help sometimes - consumer rights, warranties, service levels, compensation?
2% - privacy: important to keep customers matters confidential
2% - care: empathy, and care can matter enormously in some situations

What do you think? Is this the right formula for best customer service?
Please let us have your opinion by taking part in the best service poll in the right side-bar or post your suggestions on Twitter using the hashtag #bestservice or notifying @verybestservice. Thank you

Customer service culture

Customer service culture

Establishing the right customer service culture is a vital part of any customer service policy and a pre-requisite for delivering the best service possible. Companies want to make sure that their employees behaviours are conditioned by a set of values and beliefs which will protect the interests of all customers during their sales, marketing and servicing efforts. Internal communication programmes are put in place and incentives scheme designed to make sure that the customer service culture permeates everything that the company does. One factor is often missed though as it is also important to adjust the service delivery to regions and countries in which the company operates. Trying to deploy the home culture in overseas market might be perceived to be charming and original for a while but is rarely sustainable. Similarly, using overseas servicing centres for the home market is often prone to cultural challenges. So when next discussing customer service culture, don't forget to include the culture of your customers as a key parameter.

Customer service week 2013

It is customer service week 7-13 October 2013. Time to celebrate.
Surely this week is an opportunity to communicate to your employees and customers and ask then to join in a celebration of customer service. Only a few days to go so if you have not planned ahead here are a few ideas of things you could do. Please make sure that you take part in this 2013 customer service week, more and more of your customers are expecting you to. If you are already well ahead, please do not hesitate to add your suggestion so that the list can be even more comprehensive for next year.


Agenda

• Chairman back on the shop floor - @Centrom @AskaHomes
• Call for nomination of members of staff who go the extra mile - @GreaterAnglia
• Free Breakfast and afternoon tea for clients (Avanta Offices) @AvantaOffices
• Asking students for their feedback on the university - @LeedsMet
• Call for supporting the entry to a customer service award @NikonatGrays
• Members of staff tweeting about their work @BrightonHoveCC
• Free breakfast goodies (Stagecoach bus) @StagecoachEScot
• Looking for their customer service champion (@The_MMO)
• Manager serving on Front Desk (@TimeTideMuseum)
• NVQ certificate presentation to staff members - @DuploUK
• Bitesize Gober Sessions for staff and Partners (@YourGuinness)
• "If you were an animal?" (reverse) game/survey/prize draw (Sureflap) @sureflapnews
• A selection of passenger focused activities - @EMTrains
• Surprise gifts for customers who visit shops - @Airtel_life
• Team activity day with treasure hunt (@Moathomes)
• CEO joining in for charity (@HawksfordGroup)
• All members of staff involved in doing a customer service survey by telephone - @DuploUK
• Customer service team partaking in a community impact day - @Moathomes
• Speaking engagement at customer service week event - @RFClimited
• Staff job swaps (Stagecoach Bus)
• Collecting smiles via Instagram - @nationalexpress
• Appreciation - meet the customer service employees - @SmartSign
• Asking travellers what song they would like being played on trains (@SouthernRailUK)
• Visit by local MP to hear advisers in action - @hellosanctuary

And many more....

If you have other customer service celebration ideas, please do not hesitate to leave a comment below and don't forget to capture customers' ideas for customer service week next year...

Treat your customers like Royalty

Treat your customers like Royalty

Should you treat all your customers like Royalty? We have written previously about whether to offer a standard customer service to all or tailor it to individual customers or group of customers. The debate rages on as tailored customer service will obviously be much more expensive to deliver. There is even an argument that tailoring is not actually required. Most customers need similar things, it is just a matter of anticipating all the possible needs well and standardise the service to accomodate them. Irrespective of the choice made, there is one constant theme, customers should all be treated like royalty, whether they are important in terms of money spend with your company or not. Indeed, the so-called small customers might have rapidly increasing orders or may know a huge number of large customers and become a major referal source for your business.