Date: 3/1/2017

Title: CUSTOMER SERVICE – Part 1

By Jennifer Erickson

A lot of lip service gets applied to this topic. Companies want to improve this. Employees have this as part of their performance evaluations. People differ on the definition of customer service.

First, let’s define what we mean by “customers”. Your customers fall into four groups: people who do business with you, your co-workers, your team, and your supervisors. If you think about customer service in this manner, your entire approach to it will change.

Some customer service basics: it is an art; it is the backbone of ANY company in ANY industry; it requires flexibility; and emotions are part of most of the interactions. Providing good customer service means being able to identify the reasons you have for helping people. And yes, there are reasons that are different than just money. Jeff Bezos (CEO of Amazon.com) says “we see customers as guests invited to a party, and we are the hosts. It’s our job to make every important aspect of the customer experience a little bit better.”

Think of how your approach to customer service would change, if you thought about yourself as a host of a party, to which you’ve invited these people. Some of these people are angry, impatient, or not too smart. Yet, you’ve invited them.

By putting your product for sale or by employing them or by agreeing to work for a company….you’ve invited your customers to a party. How can you be a great host/hostess?

To learn more about how to practice this understanding, contact Results Group, LLC at www.ResultsGroupLLC.com or 515-330-2866.