Surface Ripples

What is 'Customer Service'?

This is a question that candidates may well be expected to answer in an interview, or that interviewers may wish to ask a candidate for a customer services role. The point of asking the question is to find out how the candidate is likely to treat the people who are the lifeblood of the business. 

The questions here are: is ‘customer service’ simply serving customers, is it also about resolving complaints or is it about going the extra mile?  What about suppliers of raw materials, services and other inputs’ to our organisation?  What about the manner and processes employed?

We also have internal as well as external customers. Colleagues, juniors and managers are customers. How we deal with external customers will often be a reflection of how we deal with our colleagues. 

The reverse is also true.  Organisations risk forgetting (especially as they get larger and more bureaucratic) is that how they treat their staff also has a direct bearing on how those staff treat customers. Sir Richard Branson was one of the first to spot this.  It’s so very easy in a large organisation to view people as ‘numbers’. Of course, we will know our closer colleagues and those with whom we work on a regular basis - their characters strengths and weaknesses.

It takes more effort, however, to remember that a large organisation is composed of teams which are in turn composed of individuals. Managing a small organisation (let alone a large one) is a difficult job for most people.  Only the best can do it successfully, and that is why they rise to the top.

We all need to make a conscious effort. We all have pressures on us and are likely to forget that may be others see those pressures.

The more ‘human’ we can be, the more we are likely to treat others as they should be.

Going back to the original question, how should we as leaders set the right example of service to all customers – both internal and external?  What is unique about our unique 'customer service'?

I’ve spent more than half my life delivering change in different world markets from the most developed to “emerging” economies. With a wealth of international experience in international financial services around the world running different operations and lending businesses, I started my own Consultancy to provide solutions for improving performance, productivity and risk management.  I work with individuals, small businesses, charities, quoted companies and academic institutions across the world. An international speaker, trainer, author and fund-raiser, I can be contacted by email. My website provides a full picture of my portfolio of services.  For strategic questions that you should be asking yourself, follow me at @wkm610.

Labels: Customer Care, Leadership, Productivity, Strategy, Teamwork

posted by William Martin @ 10:40