Insomnia
By Georgene Waterman | From December 2006
Community Comments
Keeping Customers, Employees as Advocates
By Georgene Waterman
Q: I just received a promotion to manager of our customer-service department. This is a big step for me, and I want to be the best manager they've ever had. I don't have any formal education but worked my way up the ladder through hard work and dedication. Can you give me a definition of what the best customer service looks like?
A: The purpose of your business is to create and keep customers. Marketing and sales create customers, but quality customer service keeps them.
A simple definition of customer service is "meeting the customer's needs." But it isn't quite as easy as it looks.
There are two types of customer service. First is invisible service, which is service we expect to get and only think about when something goes wrong, such as picking up the telephone and not getting a dial tone. It is important for your team to understand just what invisible service your customers expect. Second is visible service, where the opportunity arises for your team to "delight" your customers.
Continued...
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