The Foundation of a Good Customer Service Program

On my book shelf at work I have A LOT of customer service books, and I’ve read nearly all of them.

I’m often asked if I’ve read all of those books on customer service. My reply? Yes. I’m always interested in learning what customer service means to different people and how different organizations interpret customer service and put service into practice.

Your Customer Service Foundation

Depending on the type of organization, the background of its key individuals, there are different interpretations on what makes good customer service. That’s one of the main reasons why I’ve read so many customer service books. There are so many different avenues that individuals take to deliver great customer service. But, ultimately, it’s all about results.

Without customers, businesses will fail. The customers’ perceptions are the reality for a business; therefore, serving our customers in a manner that will not only meet but exceed their expectations is of paramount importance.

-iSpeak Training

There are some fundamental principles that must be present in order for great customer service to happen. But how to organizations go from good service to exceptional service creating customer experiences that keep customers coming back?

What type of service really delivers results?

The 4 Pillars of a Great Customer Service Program

What makes a good customer service program? How do different organizations interpret customer service and put great customer service into practice? I believe that 4 principles make the foundation to any great customer service program. Implementing these principles correctly develop the type of customer experience that creates customer loyalty.

Pillar 1 – A customer service philosophy

The correct philosophy of what makes great customer service has to be incorporated into the ideals of service and into the day-to-day actions of the customer service people in the organization.

Pillar 2 – Customer service systems

Systems must be designed around service delivery and built to support and serve both the customer and the customer service agents that support the customer.

Pillar 3 – Customer service decisions

Customer service staff members must have the tools and the autonomy, the decision-making abilities to act for the customer. The right tools, training, and management support must be available and support those who serve the customer.

Pillar 4 – Customer service vision

A customer service program is not achieved overnight. Vision, determination, and endurance is needed by senior management, customer service management, and customer service staff in order to see the principles turn to action, actions turn to habits, and habits turn to the characteristics that keep customers coming back.

What’s your take?

Too often, the popular literature on service is too basic, too fickle to really make any difference with customers today. That’s probably the reason why so many organizations struggle with the concept for customer service as a differentiator. A recent article I read outlines a program to “to create or improve customer satisfaction” with the key questions of:

1. Do you have a return or exchange policy?
2. How will you resolve customer complaints?
3. How can customers resolve problems, place orders, or reach you with questions?
4. Will you join the Better Business Bureau, professional associations, or other groups or associations that can boost your credibility and visibility?
5. What is your privacy policy?

Those questions, although good business questions that any organization should consider, will never result in the type of customer experience that develops loyal customers. These type of questions simply can’t turn an organization and its people into a Ritz Carlton or a Zappos.

Successful customer service focused organization are based on the principles of developing a customer service philosophy and the systems and tools to put that idea into practice. They empower people to make decisions and act for the customers. Ultimately, they are unified in their vision of what real service means to their customers and how the words and actions of the organization help to meet and exceed the expectations of their customers.