“Never Assume because it makes an ass of u and me,” some advice given to me as I started my working life over two decades ago.
Well in the context of customer service standards in 2009, as experienced in my own life, the advice was never more relevant.
I assumed that companies would be aiming at exceeding customer expectations at each contact point with the customer – that their focus would be on truly wowing the customers in a bid to retain and attract their scarce resources. I thought that organisations would truly welcome complaints as a unique opportunity to strengthen the relationship with the client.
In the main, I assumed wrong!
The car business may be in crisis but it hasn’t stopped them from forgetting to ring back customers who are looking for information, or indeed quoting prices that appeared to get an audience in more opulent times!
The hotel industry is also suffering – one particular five star guaranteed that my next experience would be much better if I contacted him ( the manager) after I checked in! He was obviously making a few too many assumptions.
I passionately believe that companies should look at customer service as a potential competitive advantage, a unique selling point in a very “me too” market. Remember the ground breaking research compiled by Amar Bhide and his team at Columbia University which showed that 88% of the breakthrough companies in the US were the result of exceptional execution of an ordinary idea. Why not exceptionalize your service and see what happens to your bottom line?
In the context of exceptional service, I must highlight a recent experience with Traveller Insurance and more specifically their Claims Representative Angela Hanrahan.
Unfortunately, a feew days earlier,I managed to enter and remain in a flood with my car! The bottom line was the engine and car was a write off. Not the ideal Christmas present, but at the end of the day it is only a car.
As a person that has never made an insurance claim in my life; I have to admit I was a little concerned about what may happen.
From my very first phonecall to throughout the negotiations with the assessor, to receiving the claims cheque; I can say I experienced exceptional customer service. What were the elements- 1. a compassionate ear 2. ongoing communication and never MIA – whenever Angela promised to ring me back, she did so on time every time. Whenever she promised a resolution to whatever issue, again the resolution happened on time every time.
Overall as I articulated to the lady in question, she was a fantastic ambassador for the company. She delivered what I expect from every interface with any organisation – the challenge is can the other companies now raise their bar? Can we call 2010 the year of exceptional customer service?