Why is it that some organizations can flourish while others tend to never take off? What is the difference in why some companies have a way to consistently produce outstanding service while others simply get by? Is there a secret that these successful organizations have that allows them to perform at their best time and again?
Looking more closely, we will find that there is one single factor that allows some companies to succeed. This feature that separates these organizations from the rest of the pack is the people. It is what I have termed a super team who understands what five-star service is all about. These organizations have a strong belief that business is first and foremost about serving others.
These super teams view every customer transaction as important because it gives the opportunity to win the customer by the service being offered. They understand that their competition may be able to offer the same product and price to the customer. But what gives these super teams an edge is their strong belief that no one will match the service that they provide.
Let's now turn our attention to discover the nine qualities that make a super customer service team:
1. A super team starts by serving each other
The first noticable trait in these super service teams is how willing they are to help each other. The excellent service that is provided to the customer reflects their willingness to first serve each other.
2. A super team maintains a positive attitude
Another outstanding feature of super customer service teams is their ability to maintain a positive atmosphere. Each team member understands that staying optimistic is a major key in creating a friendly environment for the customer.
3. A super team supports each other
These super teams also are very supportive toward each other and ready to lend a hand when needed. The team also tends to be at their best on a consistent basis because of the consistent encouraging words that are freely given out.
4. A super team enjoys their occupation
I have found that those who tend to enjoy their occupation do so primarily because of the environment and people that they work with. These two factors will make all the difference in overall job performance. The super teams in customer service have the ability to maintain a welcoming atmosphere that makes going to work enjoyable.
5. A super team shows respect
Since the atmosphere is supportive and encouraging, we will naturally find a high level of respect among those who offer excellent customer service. Remember that the respect given to each customer is simply a result of the respect felt among each team member.
6. A super team believes in continual learning
Super customer service teams have another quality that sets them apart from others. This is their continual desire to learn. These teams are motivated to educate themselves through various avenues. This is one of the reasons that they are continually motivated and fresh with new ideals.
7. A super team is experts in their field
Another excellent quality found in super customer service teams is the expertise they display in their chosen profession. They are true professionals on the job. Because of their knowledge, these super teams are quickly recognized by the customers as true experts.
8. A super team shows grace
Another quality found in super teams is their ability to overlook when mistakes are made. By allowing room for human errors that will occur from time to time, it gives everyone on the team the freedom from always feeling under pressure.
9. A super team remembers its mission
The last quality noticed in these super customer service teams is their strong belief that serving others is why they exist. Each day they are reminded that the mission of the organization is to serve their customers well.
Because of their strong commitment to customer service, the super teams are consistently reminded to first and foremost take care of the customer. This alone makes all the difference in why these organizations deliver five-star service time and again.
We have all had friends in our circle who were known as Mary & John, and when John split Mary was alone. Mary was the odd number at the dinner party and we were all concerned about her. Well, today it seems that the union of customer & service have had a breakup. Service has split and customer is on his or her own.
Today, let me tell you a story that many of you will find humorous but is all too common. I can tell you this without fear of our local editor getting sued because it is about me, but business owners take note that you do not fit the profile of company X.
Four weeks ago I decided that I needed another green recycling can from my trash pickup company. We will call them Brown Keg Trash Pickup, an anonymous company in the interest of avoiding litigation. I called their customer service number, and as an environmentally conscious citizen requested my extra recycle can. The cheerful voice on the other end of the line chirped, Of course, we will have one delivered in 48 hours. After giving her all the pertinent location information, I hung up the phone with the satisfied feeling of a good citizen.
I arrived home about 5 p.m. the next day and I was happy to see another green can at the mouth of my driveway. When I looked again, I noticed that I had another green can, but it was without a lid. I quickly dialed my cheerful telephone voice at Brown Keg Company thanking her graciously for the rapid service and then told her about the missing lid.
Just as cheerfully as the first time, she told me to leave it at the end of my driveway after my usual trash pickup and they would replace the entire unit since they did not have extra lids. I agreed, and after hanging up the phone I pondered their plight of having lidless cans but no extra lids. I conjured up all sorts of scenarios that explained where all the lids to the lidless cans went, and sympathized with their predicament.
Well, 3 days went by and there sat my poor, green, lidless can at my driveway and a replacement never arrived. Feeling empathy for this green plastic waif, I returned it to the side of its brother that had a lid. I called my cheerful customer service voice again, and reiterated the plight of my poor lidless can and after a chuckle she assured me a complete unit would be forthcoming.
I found it necessary to make use of my lidless friend, and put it out the next pickup day filled to the brim. Fortunately, it was not windy and all the contents remained inside it. That was 2 weeks ago, and life being what it is, other more important tasks have occupied me until this morning when facing another pickup day I thought of my lidless friend.
Once more I picked up the phone and called my trash pickup company, and this time I listened to a litany of choices of buttons I could punch and chose my cheerful customer service button again.
I was transferred, listened to a brief melody when there was a click and I expected my cheerful voice to chirp hello. The next thing I heard was another click, silence, and then the dreaded dial tone that means you have been disconnected.
Not being one of the fainthearted, I simply redialed my number. Again there was the litany of button choices, my choice and the music, and just when I began to feel that all was right with the world I heard click, dial tone and nothing.
This was not the morning for the phone to be playing games with me, so I made one more determined effort and REDIALED! NASA, we have lift-off! I once more heard the litany of button choices, but this time I outfoxed that monotonous voice and punched 0. I asked for the Manager of Customer Service, I was given her name and was transferred. What greeted my eager ear was, You have reached the voicemail of, please leave your name and number and she will return your call.
So here we sit, my lidless, green can and I facing another pick-up day. This eager-to-serve plastic green waif must bravely face another dutiful day half-clothed.
You must admit that is an amusing story, and one that far too many of us have lived through, but what a sad commentary it is about our business community. Does it not make you wonder if our language has changed so drastically that what we interpret customer service to mean is not what todays business owners mean. It makes me wonder when the marriage of customer and service broke-up, leaving us all the lonely ones.
Entrepreneurs and business owners take note! If you are going to have a number for your customers to access your customer service, please follow these rules.
Have the phone manned by an employee that can hear thunder and see lightening.
Give that employee training in helping the caller and not shuffling the problem to another desk.
Have an overseer, who can also hear thunder and see lightening, check that all incoming complaints were handled appropriately.
After learning how to find your customers and what they want; after getting them committed to doing business with YOU; and after wooing them to keep them as your customers, WHY WOULD YOU LET SERVICE DIVORCE CUSTOMER?
If your customers are not getting the service they require from you, your competitor will be only too happy to help them!
Both Cary Cavitt & Ann Williamson are contributors for EditorialToday. The above articles have been edited for relevancy and timeliness. All write-ups, reviews, tips and guides published by EditorialToday.com and its partners or affiliates are for informational purposes only. They should not be used for any legal or any other type of advice. We do not endorse any author, contributor, writer or article posted by our team.
Cary Cavitt has sinced written about articles on various topics from Customer Service. Cary Cavitt is a keynote and has written several books on the subject. He is also available for onsite service seminars throughout the United Stat. Cary Cavitt's top article generates over 5400 views. to your Favourites.