Customers Centricity: Begin with Customer Service

Among the basic tenets of Customer Centricity is service. Why? Service is taking action to look after someone else. More importantly, it is taking action to create value for someone else (Ron Kaufman). It’s how one adds value to others and along the way, gains more of himself. Generally (though not on purpose), people feel great about providing others a service, as this naturally entails a positive feeling within themselves. Essentially, service is just a spirit of altruism. It’s not really a procedure to check out, but a mindset of purposeful engagement and proactive communication that results in a productive behaviour.

Let’s define Customer Service.

Wikipedia defines Customer Service while the act of taking care of the customers’needs by giving and delivering professional, helpful, top quality service, and assistance before, during, and after his/her requirements are met. Certainly one of my personal favorite Customer Service (CX) gurus, Michael Falcon, defines it as “a motion within an entire customer experience; and to attain a fantastic experience, every touchpoint from beginning to end should be exceptional.” Be aware this definition of Customer Service gives rise to its particular ingredient, “touchpoint,” which means, every point of experience of an individual (face to handle, phone calls, emails, ticket logs, etc).

On the other hand, Turban (2002), defines Customer Service as “some activities designed to improve the level of customer care — that is, the sensation that the product or service has met the customer’s expectation.”

Apparently in these concepts written by the experts, common factors in Customer Service surface: action/delivery, care, and meeting customers’needs. Telus customer service Furthermore, there’s frequent usage of superlatives such as for instance exceptional, excellent, finest quality, and the like.

In a nutshell, Customer Service is any action on all customer touchpoints, where we deliver our knowledge and abilities to customers to meet their needs and expectation in a fantastic way. It is just a cornerstone to an individual experience (CX) strategy. It is just a balance of commendable acts between delivering service (which includes best practices and agent experience) and satisfying customers at a cost. It is about how an organization delivers its products or services in the most humanly satisfying manner, as pleasurable as possible.

What sort of service will become necessary then? Answer: we want superior service be delivered at any touchpoint, for “Good is no further good enough.” To quote Ron Kaufman yet again, “What was good enough for yesterday, isn’t good enough for today. What’s good enough for today, won’t be good enough for tomorrow.” That is so due to the fast-changing business world. It is very important to keep climbing the ladder of service level to match the competitive environment. Being close to your visitors and really anticipating their needs as even their wants and needs also change quickly. “The business world is obviously unpredictable,” as the saying goes it. Thus giving us more reason to obtain even closer and know our customers even better.

With standards ever rising, how then do we give great or superior service? As mentioned, there should surely be described as a balance of sterling performances between the item (technical or otherwise) and experience (relationship part of our customer interactions). Together with this, we ought to make our customers a priority. One critical part of Customer Centricity is just a customer-focused mindset (or for a few people, “customer-first mindset”). Focus in it as people and no problem to produce a satisfying human experience. Superior/excellent customer service may not only result to Customer Satisfaction alone but way more, Customer Loyalty — the best reward of Customer Centricity. With out a question, top-notch service creates loyalty and a returning customer, which can be all our aim in business.

According to Mohandas Gandhi, “The simplest way to locate yourself is to lose yourself in the service of others.” This dictum is the inspiration of any customer service definition and execution. We define service as any action taken fully to look after someone. Hence, customer service must certanly be executed in ways that takes care of our customers- whether internal or external. The reality is everyone in your business environment is your customer (they are your internal customers) and your external clients are individuals who pay the bills that becomes a revenue of your business or company.

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