We often hear organizations talk about their focus for the upcoming period — whether for the year or the quarter. I am always slightly amused when I hear an organizations talking about customer service being a key focus.
This is usually a sign that they see Customer Service as a tactic to be employed at various times — much like a new ad campaign or pricing strategy.
These are usually the same organizations that think customer satisfaction is a goal (vs. outcome) and can be impacted by a training program to all their CSRs.
Customer service is not a tactic. It needs to be a long-term strategy that is embedded into your organizational DNA or culture.
Customer service is not a tactic you employ as part of a plan — instead it should be the foundational theme that links every tactic together to provide differentiation.
My Perspective: If you find yourself talking about customer service using words like focus, initiative or tactic, you need to re-think the role of customer service within your organization. And that starts with reviewing your internal culture and values.
Customer service is not something you put on like a shirt and tie. It is an attitude you live and breathe in everything you do. Make sure it includes the language you use when you communicate it internally and externally.
