The importance of customer service is at the forefront again in our economy. We noticed this clearly in the early 2000s when the country’s economy struggled, and we noticed it again during the Great Recession several years later. Today, with yet another set of unexpected and extreme economic challenges, companies are fighting to keep customers. They’re coming up with creative ways to change the customer experience. They are trying to identify unique opportunities to provide customer service in a way that works best for the customer.
We’re seeing enhanced delivery of services and packages. We’re seeing the offer from businesses to take products out to customers while they are in the car. We see employees wearing masks and facilities being sanitized like never before. We’re seeing acceleration of technology options for customers to browse and to buy and get their questions answered.
But the products themselves remain relatively the same. The services themselves remain relatively the same. The programs themselves remain relatively the same.
So, what is different?
We’ve always defined customer service as the Attitude (and skills, knowledge) conveyed by employees and the Processes within which the customer experiences the service and the product. These are the areas where companies are making significant change. They are improving customer service by improving Attitudes and Processes.
Companies are realizing the importance of retention and the value of the customer more and more, and they are finding different ways to deliver the same product. They’re more overtly appreciative of the customers they have and those that are taking the steps to stay with the businesses.
There are many lessons learned here, but the one key takeaway is that customer service matters. Customer service adds value. Customer service leads to higher retention and sales. And customer service is about serving the customers in a manner that would work best for the customer.
The keep a customer, find out how to best serve the customer.
Serve like never before.