Ask 10 people on the service team how to define customer service, and you’re likely to get 10 different answers.
In the May issue of Customer Communicator, the training and motivation newsletter for frontline reps, author Richard S. Gallagher shares his thought-provoking definition of customer service.
“Many people look at customer service as a matter of how to be nice to people. To me, it is also the science of how you tell people that you have just towed their car away — in a way that most effectively reunites them with their car, while preserving dignity and good feelings on both sides. Put on a larger scale, customer service is the science of how to communicate in any customer situation in a way that produces the most positive outcome for everyone.”
There’s food for thought like this in every issue of Customer Communicator.