Is the Bar You Set for Excellent Customer Service Too Low?

I recently was approached and agreed to judge a national customer service contest. Contestants submit their entries and describe what they have done in order to improve their clients' experience. I have probably evaluated 20 or so submissions to date. What has struck me, however, is how many people feel they should receive an award for what is pretty basic. For example, a number of contestants who run call centers have described how they recently implemented quality monitoring software. When you think about it though, shouldn't quality monitoring be standard when any process is in question, and definitely not award-worthy?

Our clients have certain expectations. For example, when it comes to a clients' phone experience, clients expect us to be available when they call. They expect us to be polite and have an expertise in that subject matter. If we don't do these things, it will impact our clients' perception of us negatively. However, it is not as if our clients will recommend us to their friends and relatives if we do them. It is simply expected.

Reevaluate the experience your firm provides to your clients. Is the bar you've set for providing great service set too low, and what you consider great service your clients simply consider to be the basics? Chances are you have if your clients are not selling your firm for you.

**********************************************************************************************************************
NEW! In 2010 I am offering 'Service in A Box'. It will be a full year's worth of weekly employee communications, monthly powerpoint presentations, templates and step-by-step guidelines for implementing a comprehensive service strategy. This could save the cost of hiring a full-time service expert! Maximize your impact while minimizing the cost. For more details click here!!

As a company that is focused on improving the clients' experience, we grow through your referrals. We'd love you to recommend this blog and our services to your friends, colleagues and staff. If you haven't already done so, be sure to sign up for future free The Service Journey Blog Publications, and our The Service Journey Newsletter as well.

I deliver webinars on customer service, and how to lead customer service! Check out my schedule and be sure to sign up today. For more information and a coupon code for $20 off the $99 price go to www.theservicejourney.com.

Develop your customized service strategy and implement more than 50 tactics by picking up a copy of my book, The Service Journey; available on Amazon, Barnes and Noble, Borders and more! If you want copies for all your staff, get a discount on book purchases of more than 50 copies.

Would you like someone to help you develop and implement your service strategy? Give me a call; I'd love to work with you.

Want a presentation that inspires your employees to deliver better service? Keynote presentations, customer service training, and leadership training, to help you deliver a better client experience are the answer.

Join us on Facebook!