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Articles
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WE ARE ALL IN THE CUSTOMER SERVICE BUSINESS
By Mike Harri, Information Technology Manager
Superior customer service is the endeavor of not only meeting, but exceeding the expectations of the people who look to us for service. Whether we’d like to believe it or not, we are all in the customer service business.
We are so interdependent upon each other. We depend upon our Contractor Partners and trust that they are doing a good job each and every time. We rely upon our Quality Assurance Managers to provide the supporting proof to our customers that the work is being performed to their specifications. We are also dependent upon the various internal departments that support the needs of our customers.
We are like a wheel with many spokes. If one of the spokes weakens or breaks, then we have the potential to lose the support needed to keep the wheel moving forward at its maximum potential. It is crucial that we work together to fix or replace weak areas to ensure that we are advancing together. If customers perceive a break in the wheel, they will either come to us to fix it, or they will make the decision to replace the wheel altogether. If the customer chooses to replace the wheel, we all lose.
In terms of our business, it is crucial that we consistently execute each job to the best of our ability. Consistency is the key to achieving customer satisfaction. If any one part of our service fails, we put our contract with the customer at risk. Achieving quality service takes a serious commitment from everyone.
The best way to improve a service reputation is to improve your recovery process. The companies and individuals that recover quickly and make necessary changes are the ones that impress and retain customers. It speaks volumes to the customer when decisions are made to directly impact quality improvement. It communicates that we care about our customers’ businesses and are willing to make the changes necessary to grow with them. It tells the customer that, as a company, we stand behind our service and do whatever it takes no matter what.
As a collective group, we should always try to look at things from the customer’s perspective. Does the work that is performed go above and beyond the call of duty in order to achieve total customer satisfaction? What can we do to improve quality of service so that business is not only maintained, but thrives with new business? Look at each property through the eyes of the customer. Are we doing what it takes to gain additional work?
A key component to continued success is listening to the customer and performing only after fully understanding their needs. Each of us should look at a service problem as a call for leadership, an opportunity to showcase our knowledge and abilities. How each of us handles problems and provides solutions will dictate our effectiveness in achieving customer satisfaction.
Consequently, responsibility for measuring and demonstrating continuous service improvement should be focused closer to the service professional. Only when service teams are actively involved in every facet of the service business, including measurement of quality, can organizations truly capture the creativity and enthusiasm needed to radically enhance service delivery. We need our Contractor Partners’ help in ensuring that quality of service is a top priority. Only then can we all achieve true success in our business.
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