Customer service

I was brought up to believe that Great customer service was " The ability of an organisation to constantly and consistently exceed customer expectations."

But whilst developing a Customer Service Strategy Development Programme for one of our clients, a discussion started in the office about the validity of the definition.

There was much debate, but then one of my colleagues, said but when I go to the supermarket this evening, I really am not interested in the service that all the other people in the supermarket are receiving. All that I am interested in is that I receive great service. Infact I want to receive great service everytime I go in the supermarket but if I was to be honest I don't really give it a second thought as to the service others are receiving so long as all is well for me.

Selfish or what?

Hmmmmm.............. but is that not what most of us think if we can be that honest with ourselves?

So what about the old definition?

Perhaps it is too much or an organisations perspective and does not give due credit to the customer.

In my colleague's situation about the supermarket shopping, as the customer she was going to be doing quite a lot of the work. Customers don't get it easy.

She had to:

Decide which one of the five local supermarkets she would go to
Had to make her way there, possibly through rush hour traffic
Find a parking space
Make sure she had a pound for the trolley
Make a list of what she wanted

All before entering the supermarket to begin her customer experience!

So after doing all that at the end of an already busy tiring day, is she really bothered about all the other customers? NO!

So let it be at your peril if you believe that it is you or your organisation that is doing all of the work.

Think again and lets start to develop some really customer centred service strategies.

If you would like to find out more about delivering customer centred service, contact michelle@jigsawatwork.com