Great customer service comes from an internal desire to take care of your guest. Taking care of your guest comes by satisfying and exceeding their needs and wants. This is rarely easy, but those who deliver great customer service make it look easy.
The first thing needed to deliver great customer service with consistency is a solid, well thought out and rehearsed process. You might call it your routine. The skeleton of your routine will come form the organization with which you are working. There are certain things they want to be done and in some cases, they want them done in an exact way.
Great customer service goes beyond the organization processes. Great customer service comes from what you personally add to this skeleton to fill in the details. Details are extremely important to great customer service. Details is what made Steve Largent a great NFL wide receiver. Details and desire are what will allow you to deliver great customer service.
Do you know what your routine is? Have you worked out the details of your performance? Do you perform your process the same way every time with every customer?
If you don’t perform the same with every customer, every time, you will not be able to deliver great customer service. There won’t be consistency.
Let’s say you are making muffins. When you have a process that controls the amount of every ingredient, the order of combining those ingredients as well as the timing of the mixing and baking you will be able to produce muffins that are the same every time.
Undoubtedly, when you buy a food product you expect it to be good and be the same every time. It would not be acceptable that every time you opened a bag of same type of chips they were tasted different. Now, the people working in the factory making those chips for you don’t know which bags you are going to get, right? They follow a process to make sure every bag of chips is the same quality every time.
Can you have this kind of consistency in customer service? Yes, you can.
If you have the desire to deliver truly great customer service and put the work into forging the details of your processes, you will set yourself above the masses. You will set yourself above those who go in to work “just to do their job”. You will distinguish yourself and come to be known by customers as the best.