How many minutes did you spend today thinking about customer service?
I mean dedicated minutes of thinking time.
- In response to specific requests from customers?
- More generally about how to improve things for customers?
- Or in small improvements to products and services, that customers will really notice?
- How about when writing a brief or design to describe it from the customer experience, and really think about how the customer feels?
Getting started is probably the hardest bit; if I were (this customer) the things I would need most is..?
Not to say that great customer service is about pandering to each and every request from a customer, but to define what you do with clarity and set precise expectation such that the customer gets what they expected, or better. And listening, really listening when there is a request, and doing the thing that will most please (this customer). Rather than some imagined gestalt entity, empathy really works when thinking about a customer at a time.
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