What is the essence of good customer service? It seems like it should be an easy question to answer, doesn’t it? But when you try to pin down exactly what defines good customer service, it becomes slippery.
Of course, defining bad customer service is really easy. Long hold times. Poor product quality or poor support. The stories of companies who do it wrong are numerous.
Who does it right?
As you think about this issue, take a look at this amazing post by Fred McClimans analyzing the qualities of leadership that good customer service requires. Who embodies those characteristics? Who is our role model?
Image by Rob Owen-Wah. http://www.sxc.hu/profile/lockstockb
Interesting post. Not always an easy question to answer, but one that must be answered. It’s a great reminder to define the customer experience from the consumer’s perspective. I suppose the best way to do that would be to ask them.
Best
Joe