Service Excellence: Do you SERVE?
Category: Influence Savvy
Spirit of Service
Great customer service is necessary in today’s business world. How we get to that level can impact how sustainable that great service can be. Anyone can “demand” great customer service of his or her employees. Anyone can put a procedure in place that requires great customer service. But those behaviors are forced, and require diligence and monitoring above what is truly necessary.
Instead, when organizations promote and share a spirit of customer service, all participants feel it and live it. They see a culture abounding that they want to share. They enjoy serving, and reward others they see doing the same. When there is a spirit of service, it lives beyond procedure or dictate. It becomes who the organization is, not what it does. It becomes culture rather than procedure.
Embrace Solutions
When an organization has great customer service, each participant seeks to make things better. Instead of just dealing with the task at hand, if they see a problem, they go out of their way to work toward an overall solution – a solution that will avoid problems down the line. They look beyond the problematic task to the root cause, because in their hearts, they truly want their organization to be the best.
Taking responsibility is a characteristic of an organization with a true service culture. Going beyond the detail to the bigger opportunity to serve, and doing something about it happens at all levels of the organization. Owning the problem brings faster and better solutions. When problems are seen as opportunities rather than interferences, progress is enabled, and solutions are embraced.
Respectful Communication
Great service organizations not only value strong communication, but engage people at all levels in respectful communication, employee and customer alike. Recognizing that no one is perfect, and that mistakes will be made, there is focus on solutions rather than blame. Feedback is used to enhance future behavior, not to punish misdeeds. Customers are referenced politely and with respect at all times. Gossip and backstabbing are not to be found.
This positive and respectful spoken and written communication emanates from similar thoughts. Employees’ thoughts and actions are congruent, as are those of the leadership. Employees don’t feign respect for customers; they feel it. Respect is shown by sharing as much clear and concise information as possible in a timely and appropriate way. Respect is in the core of the transaction, and permeates the way business is done.
Value Feedback
Service organizations that thrive are those who value all kinds of feedback. Instead of rolling eyes when customers complain, the spirit of service drives employees to truly listen with an intent toward fixing the situation and even taking the wider view to its implications for future customers. Defensive reactions block the ability to hear. Valuing feedback brings an open mind to the opportunity. Feedback is given across the organization and focuses on positive results even more than fixing individual problems.
Listening to understand replaces listening to respond. When customers believe their comments are valued, chances are increased that their concern or anger doesn’t escalate. Partnering with the customer increases loyalty and trust, and in can build stronger relationships that sustain the organization.
Empowered Excellence
Striving for excellence is the goal of a true service organization. Perfection is not attainable; excellence is. When employees feel empowered to serve customers excellently, they will add the effort that makes the service experience “remarkable.” Remarkability leads to success and business growth.
Service doesn’t happen when there is just a problem, it can happen when things are going well. Service can be even better. So excellence is not just about fixing what’s broken, or engaging an unhappy customer, excellence is about becoming great. Empowered excellence happens when people throughout the entire organization feel empowered to take the steps needed to go to the next level, take the steps, benefit from the results and celebrate success.
