
Originally Posted by
qaconsulting
Hey everybody,
I just thought we could discuss some view on customer service. Here's what I think:
A fine line exists between good customer service and bad customer service. The fact that customer service is more likely to be ruined in seconds than to be sustained makes customer responsiveness extremely important. As business guru, Ken Blanchard praises, “Every organization should pursue Raving Fans.” His emphasis on creating customer mania is a great justification of this concept.
Customer service begins with the customer. It begins with a hello. Sometimes it begins with a handshake, and some direct eye contact. It always begins with a relationship. A direct, honest relationship that values integrity and gives the customer a little bit of satisfaction.
What sustains this relationship? A little bit of compassion, and a little bit of conversation can cement a relationship for years. Most of all, sustained customer responsiveness comes from the commitment that a business provides.
What inhibits this relationship? Anything and everything can inhibit this relationship. This is why a commitment to customer service is imperative. Negative attitudes from frontline employees create negative environments. Bad products or services can also affect the relationship. Most of all, inhibitions can come from a lack of compassion for the customers. Too many times, we selfishly serve ourselves first and our customers second.
In conclusion, the customer relationship is very fragile. To effectively develop a customer responsive atmosphere we need to pursue “Raving Fans” and commit our organization to this goal.
Sincerely,
Matthew Quasebarth, Quasebarth Advantage Business Consulting