Keeping customer care as the core of your business
I believe two basic truths about improving the experiences that our customers have when shopping our stores. First, before you can be a good customer care provider, you must first learn to be an aware customer service receiver. And secondly, we mostly learn from observing other industries. We typically know what’s going on in our world. How do we grow from what we already know?
As my schedule requires frequent travel, I am constantly exposed to great examples of customer service. Or in some cases, perhaps I should say disservice. My goal is to share these observations with WFCA members on a weekly blog that I call ALWAYS OBSERVING.
Giving great service is a practiced skill. It is not accomplished by merely taking a class or reading a book. You must work at improving constantly. I hope to provide you with a weekly reminder that you can share with your staff to move your firm’s service needle from good to great! I’ll be anxious to hear what you think.
Tom Jennings
Tom,
I will look forward to your insightful thoughts and observations. It is amazing what a person will see with a new set of eyes and a fresh perspective.
Tom, as to customer service, I have always said it comes from the heart and not from the head. If you do not truly understand customer service, you can never achieve the level necessary to make a real difference. You cannot create it in your head, and besides, most customers see through “contrived” customer service.
Tom,
Good article thank you. I’m always observing as you and it amazes me sometimes that the lack of good customer service has almost become the norm. I’ve come to the conclusion that we as consumers are partly responsible if we accept poor service. I make it a point to recognize good service when received but also have become somewhat of a consumer to sales clerk (associate) coach when shopping and will often call the manager or speak directly to the sales person when appropriate about the service or disservice I’ve received.