First Element: A Focus on Customer Service
The first critical element of customer service is a customer service focus. Improving customer service begins with proclaiming that customer service is a priority.
It is necessary to understand important concepts about customer service before we can do a really good job of providing it.
Three beliefs about customer service:
- Service is a philosophy—not a department, a program, or a policy.
- Service means meeting, not necessarily exceeding, customer expectations.
- Service is not always natural, automatic, or coincidental.
What do you believe each of the phrases mean? What do they mean for you in your role?