If you are not serving the customer, you should be serving someone who is - it's as simple as that.
Harmonious relationships with customers and colleagues are essential to service success, because providing outstanding customer service is primarily a team effort.
For excellent customer service to exist, it has to be practiced on an internal basis.
The "What" and the "How"
The "What" is the material and the "How" is the personal element.
To be outstanding, organizations must deliver excellence in both material and personal service. Customer service is no longer just a question of interpersonal skills.
The difference between you and your competitors is achieved when expectations are exceeded.
Doing the unexpected, going the extra mile, moves us from meeting expectations to exceeding expectations. When was the last time a customer told you that you had exceeded their expectations? Last week? Last month? Last year? Ever?
The reality is that most companies, in most industries, do what they need to do, they don't do what they are capable of doing. Rather like those high jumpers and pole-vaulters - ever see them clear the bar by more they need to?
The other problem is that most companies benchmark themselves against their competitors - they don't think to measure themselves against the very best companies in all industries, and create new standards in their sector.
How to Delight Customers
• Be enthusiastic - Enthusiasm is the driving force of quality service. Customers do not just want products - they want products + enthusiasm. If you cannot be enthusiastic about your products, why are you working for your company?
• Be professional - The word 'professional' does not go with the job, it goes with the person. Being professional is not one thing, it is three: It is what you say; what you do; how you do it.
Be the Best - Think ....
• Someone, somewhere has to be the best at this job - why not me?
• Decide to be outstanding - and you will be.
How to Be the Best
• Use positive self talk - e.g. tell yourself 'Everyday, in every way, I can/we can get better and better'
• Don't be ordinary
• Develop a 'How can I do it better?' mind set
• Don't entertain the "If it ain't broke, don't try to fix it" school - everything can be improved
Today Everyone Sells
In a successful company, the number of sales people equals the number of employees. Everyone sells something - either products, services, or the image of the company.
PS: It is a total fallacy to think that outstanding customer service requires considerable investment - but it does require considerable commitment, which believe me, can result in quite extraordinary bottom line profit improvements.