Client Centricity: Start with Customer Service

One of the basic tenets of Customer Centricity is service. Why? Service is taking action to take care of someone else. Most importantly, it is taking action to produce value for anyone else (Ron Kaufman). It’s how one adds value to others and in the process, gains more of himself. In most cases (though not on purpose), people feel good about providing others something, as doing so naturally entails a confident feeling within themselves. In essence, service is a spirit of altruism. It’s not only a procedure to follow along with, but a mindset of purposeful engagement and proactive communication that leads to a productive behaviour.

Let’s define Customer Service.

Wikipedia defines Customer Service because the act of taking care of the customers’needs by giving and delivering professional, helpful, good quality service, and assistance before, during, and after his/her requirements are met. Certainly one of the best Customer Service (CX) gurus, Michael Falcon, defines it as “an activity within an entire customer experience; and to attain a fantastic experience, every touchpoint from beginning to end must certanly be exceptional.” Be aware that this definition of Customer Service gives rise to its particular ingredient, “touchpoint,” which means, every point of experience of an individual (face to handle, calls, emails, ticket logs, etc).

On the other hand, Turban (2002), defines Customer Service as “a series of activities designed to enhance the level of customer care — that’s, the sensation that a product or service has met the customer’s expectation.”

Apparently in these concepts given by the experts, common factors in Customer Service surface: action/delivery, care, and meeting customers’needs. In addition, there is frequent usage of superlatives such as for example exceptional, excellent, finest quality, and the like.

In summary, Customer Service is any action on all customer touchpoints, where we deliver our knowledge and abilities to customers to meet up their needs and expectation in a fantastic way. Telus webmail down It is a cornerstone to an individual experience (CX) strategy. It is a balance of commendable acts between delivering service (which includes best practices and agent experience) and satisfying customers at a cost. It is all about how an organization delivers its products or services in probably the most humanly satisfying manner, as pleasurable as possible.

What type of service will become necessary then? Answer: we truly need superior service be delivered at any touchpoint, for “Good is no more good enough.” To quote Ron Kaufman once again, “That which was sufficient for yesterday, isn’t sufficient for today. What’s sufficient for today, won’t be sufficient for tomorrow.” This really is so because of the fast-changing business world. It is vital to help keep climbing the ladder of service level to keep up with the competitive environment. Being near to your customers and really anticipating their needs as even their wants and needs also change quickly. “The company world is definitely unpredictable,” as the saying goes it. Thus giving us more reason to obtain even closer and know our customers even better.

With standards ever rising, how then do we give great or superior service? As mentioned, there should surely be described as a balance of sterling performances between the product (technical or otherwise) and experience (relationship part of our customer interactions). Along with this, we should make our customers a priority. One critical element of Customer Centricity is a customer-focused mindset (or for a few people, “customer-first mindset”). Focus to them as people and easy to create a satisfying human experience. Superior/excellent customer care may not only result to Customer Satisfaction alone but way more, Customer Loyalty — the best reward of Customer Centricity. With no question, top-notch service creates loyalty and a returning customer, which will be all our aim in business.

According to Mohandas Gandhi, “The best way to find yourself is to lose yourself in the service of others.” This dictum is the inspiration of any customer care definition and execution. We define service as any action taken fully to take care of someone. Hence, customer care should be executed in a way that manages our customers- whether internal or external. The fact remains everyone in your business environment can be your customer (they are your internal customers) and your external clients are the people who pay the bills that becomes a revenue of your business or company.