Recently I did a blog post about definitions, and whether it’s Wikipedia, Dictionary.com, or one of those stuffy academia types, it’s important to go back to the source.
“The provision of service to customers before, during and after a purchase.” – Wikipedia
“Assistance and other resources that a company provides to the people who buy or use its products or services.” – Dictionary.com
“The assistance and advice provided by a company to those people who buy or use its products or services.” – Oxford Dictionary
“Nada, zip, zilch” – Merriam-Webster (apparently don’t define “customer service”)
But what’s also as important is listening to your customers. How do you define customer service. If businesses had a better understanding of what you’re looking for, would they be better prepared to offer it?
Over to you:
What are your customers saying?
@lemonzestlady – Really CARING about cust. needs/wants. Doing everything to convey: I CARE, YOU and your satisfaction are important 2 me.
@koltie – a real and interesting conversation. Listening.
@toomuchrock4one – Good customer service=feeling listened to and having my questions answered honestly or admitting that they don’t know the answer.
@PatrickTussie – Good customer service: Eye contact, genuine smile. A “welcome to my home” attitude. Polite, courteous, knowledgeable…
@kevwrites – Nobody goes to bed angry.
Corey James Rolston Smile and a wink! But if it’s a waiter it’s awkward.
Emily Skey Outstanding customer service is when you feel like you should reciprocate and do something nice for the ‘server’ in return. You forget it’s their job.
Scott McDonald To be treated as you would like to be treated. In order to do that the server, adviser, etc MUST qualify you – Why are you there? Who are you buying for? What are your likes/dislikes? Are you buying now or later? Why are you buying? So, in a sentence: Good customer service is that which quickly, but patiently and unobtrusively identifies a customer’s real needs and then exceeds them.
Doug Brown Good customer service is when I walk out feeling like I am their most important customer and I therefore become their salesman in the market.
Krista Waddington Johnston Genuinely giving a s**t about your customer and their needs. And as Scott said, exceed them.
Though these definitions are all different, they do have some pretty similar themes: genuine, feeling of importance, exceeding expectation, really caring…and it’s not like we haven’t heard all this before. The issue is that we keep hearing these things.
