Customer Disservice

We’ve got customer service yes we do, we’ve got customer service how ‘bout you? We’ve got more, we’ve got more…blah, blah, blah. What is customer service anyway?   It’s usually defined as a transaction between a customer and a service provider. Well, that’s clear … We’ve all heard the clichés. Customer service isn’t a department, it is an attitude. Customer service is everyone’s responsibility. Customer service starts with you. Then there’s my favorite: The customer is always right.

So, what is it, outside of the typical customer service rallying cry that we’ve all heard and experienced before? What does create a unique, memorable experience for the customer? I think it’s different for every individual-whether the individual is the consumer or service provider. I don’t think customer service looks the same for anyone, and it is definitely not a one size fits all. Applying that kind of approach is a customer disservice. Customer service is as unique as one’s personality and one’s company culture. True customer service is spirit, a connection, a jolt of hope.  Gallup research shows that people don’t just buy a product or service; they seem to buy a feeling. It’s why a cup of coffee can sell for over $3 a cup. It’s why I could go to store A to buy something, but I choose store B, even though store B might be a little more expensive.   I like how I feel and how I am treated when I am at store B. According to Simon Sinek, people don’t buy what you do; they buy why you do it.

So why do some places have exceptional customer service and others don’t? Well that’s a whole separate blog … I can’t wait to share what my research has revealed.


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