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Customer Service Isn't Extra--It's Why You Have A Job

Customer Service Isn't Extra--It's Why You Have A Job

Jan 24 2014, 11:32am CST | by

Customer service isn’t extra. It isn’t optional. It isn’t at your discretion. It isn’t a “when you get around to it” item. It isn’t something that, to your customer, feels like a frill. Customer...

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26 weeks ago

Customer Service Isn't Extra--It's Why You Have A Job

Jan 24 2014, 11:32am CST | by

Customer service isn’t extra.

It isn’t optional.

It isn’t at your discretion.

It isn’t a “when you get around to it” item.

It isn’t something that, to your customer, feels like a frill.

Customer service is, in many cases, a fundamental reason we continue to have a job.  A company.  Prospects for financial survival–and even for growth.

Customer service isn’t optional.

Each of these four words is simple. Understandable.  None longer than three syllables. None of it in the customer experience jargon we consultants and speakers can lapse into, myself included.

Yet the sentiment is easy to overlook throughout a company culture.

There are differentiated prices on the wine we pour for guests (the Rioja vs the Merlot, the Pinot Grigio vs. the Chardonnay).  On the cars the automotive industry sells (C class vs S class, sunroof vs cabriolet).   On the hotels rooms we rent out:  standard vs corner vs suite.

But by and large the service costs about the same. And it’s a charge that’s never (o.k., rarely) itemized.

The trap is to unwittingly start to think that the service, therefore, isn’t being paid for.

It is.

In fact, the service could be the most important part of what they’re paying for. Test after test shows that almost anybody can be fooled as to the vintage and quality of the wine they are drinking (I know: they never tested you, and you’re the exception.) But whether they’re being snubbed or catered to:  Your customers can all tell.

As far as the hotel rooms: there’s long been an object lesson in this lurking on the strip in Vegas. A hotel room should really be really the ultimate in commoditization, right?  four-ish walls, one-ish toilets, some lamps, hopefully a good bed.  And in the case of Four Seasons and Mandalay Bay,  the rooms are in the same building.  Separated by identical walls.  Guests flush identical toilets.  The only difference is the service.  And that’s plenty of difference to keep the more expensive hotel thriving.

So, tell your employees, your suppliers, your CEO: customer service isn’t extra.  It isn’t free. It’s actually what the customers are paying for.  And they can stop paying, just as easily, if they don’t get it./>/>

PS Seth Godin calls this same problem, when applied to products, “the buffet problem.” his post  is great.

Source: Forbes Business

 
Update
10

7 weeks ago

RM47mil KWSG contributions still unclaimed

Jun 9 2014 7:54am CDT | Source: Business Times Malaysia

KUALA LUMPUR: About RM47 million of contributions in the Teachers Provident Fund (KWSG) still remain unclaimed, the Dewa ...
Source: Business Times Malaysia   Full article at: Business Times Malaysia
 

 
Update
9

7 weeks ago

Gold shop lost almost RM1mil

Jun 9 2014 3:50am CDT | Source: Business Times Malaysia

KANGAR: A gold shop owner lost almost RM1 million after after the safe on in his shop was broken ...
Source: Business Times Malaysia   Full article at: Business Times Malaysia
 

 
Update
8

7 weeks ago

Motion to debate MAS losses in Dewan Rakyat rejected

Jun 9 2014 3:39am CDT | Source: Business Times Malaysia

KUALA LUMPUR: AN emergency motion to debate the losses incurred by Malaysia Airlines last year, amounting to RM1.2 billion was rejected by the De ...
Source: Business Times Malaysia   Full article at: Business Times Malaysia
 

 
Update
7

7 weeks ago

MH370 Tragedy: Hisham: RM27.6 mil spent on 1st phase of SAR

Jun 9 2014 2:11am CDT | Source: Business Times Malaysia

KUALA LUMPUR: Malaysia spent some RM27.6 million in its first phase of the search operations for missing Malaysia Airline flight MH370, said Acting Transport Minister, Datuk Seri H ...
Source: Business Times Malaysia   Full article at: Business Times Malaysia
 

 
Update
6

7 weeks ago

9.1m litres of diesel seized in a month

Jun 8 2014 1:11am CDT | Source: Business Times Malaysia

PUTRAJAYA: The Domestic Trade, Cooperatives, and Consumerism ministry has seized some 9.1 million litres of diesel and property worth RM58 million since mounting ‘Operasi Diesel Se ...
Source: Business Times Malaysia   Full article at: Business Times Malaysia
 

 
Update
5

7 weeks ago

Girl, 9, awarded RM2.78m compensation for medical negligence

Jun 6 2014 4:56am CDT | Source: Business Times Malaysia

KUALA LUMPUR: A nine-year-old girl who suffered brain damage during her birth at a government hospital was awarded over RM2.78 million in compen ...
Source: Business Times Malaysia   Full article at: Business Times Malaysia
 

 
Update
4

7 weeks ago

Malaysia's total trade in April up 12pc

Jun 5 2014 11:52pm CDT | Source: Business Times Malaysia

KUALA LUMPUR: Malaysia's total trade in April 2014 rose by 12 per cent from a year ago to RM123.86 billion due to growing trading activities, International Trade and Industry ...
Source: Business Times Malaysia   Full article at: Business Times Malaysia
 

 
Update
3

8 weeks ago

Works Ministry to spend RM20m for upgrading works at 50 accident black spots

Jun 4 2014 11:35pm CDT | Source: Business Times Malaysia

JOHOR BARU: The Works Ministry will implement upgrading works at 50 accident prone locations in the country that have been identified this year involving an allocation of RM20 mi ...
Source: Business Times Malaysia   Full article at: Business Times Malaysia
 

 
Update
2

8 weeks ago

Najib launches loan scheme for Ramadan traders

Jun 4 2014 10:24pm CDT | Source: Business Times Malaysia

PUTRAJAYA: Prime Minister Datuk Seri Najib Razak today launches RM45 million Ramadan Bazaa ...
Source: Business Times Malaysia   Full article at: Business Times Malaysia
 

 
Update
1

8 weeks ago

Residents bring up objection against Kidex to Suhakam

Jun 4 2014 4:49am CDT | Source: Business Times Malaysia

PETALING JAYA: A group of 20 Petaling Jaya residents held a meeting with the Human Rights Commission of Malaysia (Suhakam) over their objection against the proposed RM2.2 billion Kinrara Damansara Skyway ...
Source: Business Times Malaysia   Full article at: Business Times Malaysia
 

 

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