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.