Six Things That Create Customer Service Excellence

Excellent Customer Service

The Hot Water Heater

Recognising that the time had come to replace our hot water heater, my wife called our plumber to schedule an appointment.

She placed the call at about 11 a.m.

When the agent asked, would you be available between one and three?

"Lori asked, which day?"

代理人回答说

"Today of course"

The Furnace

Hearing a strange noise coming from our furnace, another call was placed.

Again, the appointment was made and the problem was solved the same day.

(Are you surprised that the furnace and the plumbing company have the same ownership?)

The Doctor

Earlier this week my wife had a problem with her knee and after seeing our family doctor she was referred to a knee specialist - a specialist considered one of the best in Indianapolis.

当她呼吁预约时，我担心最坏的情况。

Instead, she had an appointment within 24 hours.

超出故事

My guess is that as you read each of these short stories.

You are surprised at the service we received.

The fact is, this level of service should be the norm, but sadly isn't.

Our experience has lowered the expectations of most of us.

The Good News

The good news in these examples is that it is easier than ever to stand out.

When you are good, people will notice.

When you are excellent, they will rave.

This goes for us personally, professionally, or as an organisation.

创建客户服务卓越的六个步骤

Below are six steps that you can take to continue to raise your own standards of excellence.

These steps will make it easier than ever to stand out, be noticed, and have greater levels of success and satisfaction.

1. Get a Current Check on Performance

与您服务的人交谈，无论您的家庭，同事或客户。从他们那里了解出来，在满足他们的期望时你有多好。

Listen to their feedback. Don't justify your current performance or blame others.

Simply listen.

2.确定他们想要的标准

Again, ask your Customers or those you serve for their input.

Listen to their needs, wants and hopes.

3. Determine the Standard You Want

Remember that their expectations may not be very high based on their experience.

Take their feedback and ideas into account, but remember that it is your responsibility to set the level of excellence you want to reach.

Set the bar as high as you wish.

4. Under-Promise and Over-Deliver

Taking the first three steps will heighten awareness and likely raise expectations immediately. As you work to grow your standards remember that you can reach your goal in small steps.

Make promises based on your current capacity, not your fondest wish. Make the promise, then deliver more, then raise the level of your promise a bit the next time.

Steady and slow wins the race and remember it won’t take long to leave those you are racing with far behind.

This approach will help you raise your standards, and the trust others have I you too.

5. Ask What's Not Excellent?

这个问题将帮助您继续找到提高您的标准和交付的方法。

Ask this question of yourself, of your teammates, and of other interested parties.

6. Measure Performance

You've set new standards for yourself. The only way to reach them and maintain them is to measure your performance against those standards. Depending on the standards you are setting this may be very simple or quite complex. Don't make the measurement more difficult than necessary, but remember to measure.

Serve your Customers Better

It is clear that these steps have obvious application for serving Customers better. While I encourage you to consider their applications to customer service, I also hope you will consider using them in other areas of your life.

It's time to raise the bar. It's time to set new standards. Standards won’t raise themselves; we must raise them consciously and consistently. The steps above will help you take that conscious action.

This article was contributed by Kevin Eikenberry