Purchaser Centricity: Focus on Customer Service

One of many basic tenets of Customer Centricity is service. Why? Service is taking action to take care of someone else. More importantly, it’s taking action to generate value for anyone else (Ron Kaufman). It’s how one adds value to others and in the act, gains more of himself. In most cases (though not on purpose), people feel good about providing others a service, as this naturally entails a confident feeling within themselves. Essentially, service is a spirit of altruism. It’s not just a procedure to check out, but a mindset of purposeful engagement and proactive communication that leads to a productive behaviour.

Let’s define Customer Service.

Wikipedia defines Customer Service while the act of taking care of the customers’needs by providing and delivering professional, helpful, top quality service, and assistance before, during, and after his/her requirements are met. Among the best Customer Service (CX) gurus, Michael Falcon, defines it as “an action within an entire customer experience; and to attain a fantastic experience, every touchpoint from beginning to finish must be exceptional.” Take note this definition of Customer Service gives rise to its particular ingredient, “touchpoint,” this means, every point of contact with a customer (face to manage, calls, emails, ticket logs, etc).

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

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

In summary, Customer Service is any action on all customer touchpoints, where we deliver our knowledge and abilities to customers to meet up their needs and expectation in a fantastic way. It is a cornerstone to a customer experience (CX) strategy. It is a balance of commendable acts between delivering service (which includes best practices and agent experience) and satisfying customers at a cost. Telus webmail not working It is approximately how an organization delivers its products or services in the most humanly satisfying manner, as pleasurable as possible.

What kind of service is needed then? Answer: we truly need superior service be delivered at any touchpoint, for “Good is no longer good enough.” To quote Ron Kaufman once again, “What was adequate for yesterday, isn’t adequate for today. What’s adequate for today, won’t be adequate for tomorrow.” This is so because of the fast-changing business world. It is very important to keep climbing the ladder of service level to maintain the competitive environment. Being near your visitors and really anticipating their needs as even their wants and needs also change quickly. “The business world is definitely unpredictable,” as they say it. Thus giving us more reason to have even closer and know our customers even better.

With standards ever rising, how then do we give great or superior service? As stated, there should surely be considered a balance of sterling performances between the item (technical or otherwise) and experience (relationship part of our customer interactions). On top of this, we ought to make our customers a priority. One critical part of Customer Centricity is a customer-focused mindset (or for a lot of, “customer-first mindset”). Focus on them as people and easy to make a satisfying human experience. Superior/excellent customer support may not just result to Customer Satisfaction alone but much more, Customer Loyalty — the greatest reward of Customer Centricity. Without a question, top-notch service creates loyalty and a returning customer, which is all our aim in business.

According to Mohandas Gandhi, “The best way to locate yourself is to get rid of yourself in the service of others.” This dictum is the building blocks of any customer support definition and execution. We define service as any action taken to take care of someone. Hence, customer support must be executed in a way that takes care of our customers- whether internal or external. The simple truth is everyone in your organization environment can be your customer (they are your internal customers) and your external customers are the folks who pay the bills that becomes a revenue of your organization or company.

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