Creating a “C” Level Customer Service is knowing what the “C”s are and what each one means to the Customer. Defining that Service Level is difficult if you don’t have the Customer Service Dictionary. Thought I’d share 5 “Definitions” I’ve been using.
care (ker-ing) vt. 1. provide for, care for as in “I’ll take care of that for you” or “Let me take care of that for you.” It is a demonstration of the will to go beyond the definition of the position in which one is working. 2. Being concerned about one’s own feelings or caring about one’s wishes as in “I can understand how you feel” or “I’ll make sure this is done for you.” 3. To serve as in “I will be happy to provide you with that service”.
In a nutshell, you as a customer service representative, the face of your organization, must practice a caring attitude to provide C-level service. If you don’t, you can start looking for another career (kerir’) “a different profession.
Create (kre at’) vt. 1.provoke, give rise to as in “Create memories and exceed expectations”. Every encounter with your Client is an opportunity to create a memory. The type of memory is up to you, the amount of time that is retrieved and remembered is up to your Client. You have no control over that.
Have you ever had a bad experience somewhere? How long has that been in your memory bank? 10 years, more? Studies show that some memories last 18 years when linked to a bad experience. That’s Eighteen with an E. Which do you prefer?
Just remember that YOU will be talked about long after you have left the company based on the experience YOU HAVE CREATED! Good or bad.
Courtesy (kurt e se) s. a courteous or considerate act, or a comment such as saying “Please” and “Thank you” things you learned in kindergarten. Providing good customer service includes being courteous at every opportunity. Note that the definition also says “act”. That means opening a door, picking up a dropped item, holding something while they reach for something else, putting down the CELL PHONE when they’re standing in front of you, and NOT ANSWERING it if it rings and you’re talking to your Customer.
The most important person in any organization is the CUSTOMER without whom you would not be in business.
Practicing common courtesy will get you to satisfactory levels in Customer Service, Level C Service will require you to ACT Courteous as well.
Thoughtful (ken sid ‘er at) adj. 1. Consider others and their feelings by going the extra step and taking a few extra minutes to get to know your Customer, ask them how they “feel” or “do”, reminding them that you are also a human being and that you want to reach to get to know them and their wants and needs a little deeper than “is that all?”
It may mean you take an extra moment and find out HOW they’re not exactly what they want.
Personalize (kus’tem iz’) vt. 1. to make to individual specifications, such as customizing a C-level experience for your customers. You see them, you know them and you know their expectations.
Why not go a step further once or twice and make a good impression? For example, you notice that one of your Customers really likes a certain model you make or has used your service for a few years. Why not add your name in writing to the product or print your name on the packaging material below the words “To one of our best customers”. Write it by hand if necessary. You are only limited by your imagination.
Providing C-level service is no more difficult than providing satisfactory level service.
The hard part is knowing the definitions and how YOU want to be defined.
