Defining Customer Service

Customer service is understanding and exceeding the needs of the customer.

A customer, or client, is someone who purchases a commodity or service.

Service is the work performed by one for a fee that serves or benefits others.

Loyalty is being faithful and unswerving in allegiance.

Value is the usefulness, importance, or general worth of something.

Have you ever entered a restaurant, a bank, a department store or any other business where people were wearing name tags and where banners on the wall proclaimed the customer to be #1 - and then you waited in line for fifteen or twenty minutes to be served? Then when it was finally your turn, the person behind the counter looked at you and said, “Yeah, what do you want?” If so, then you know what it’s like to be exposed to a promotional campaign that pays more attention to lip service than to customer service.

There is nothing wrong with a promotional campaign - if the people wearing the buttons live up to the values they say they believe in. If they announce that customers are #1, then they had better treat customers like they are! In other words, the company must “walk the talk.”

Providing excellent customer service needs to be a key, fundamental practice. It is a way of life! Daily actions must reflect spoken words. Each employee needs to be committed to “walk the talk” and provide excellent customer service to all.

A customer service SUPERSTAR is:

KnowledgeableSelf-confidentEnergeticTimelyA good listenerCustomer-orientedAn effective communicatorA team playerPatientExhibits a willingness to do whatever it takes!