What is the difference between good and bad customer service? Passion.


Customer Support is such a wide-ranging term. What does it mean? How do you know if you're doing it right? What are you learning along the way? These are just few of the important questions every service provider needs to evaluate when engaging with customers. To answer these, you need a bit of humble introspection and more than a dash of genuine caring and respect for your customers.

The Good, The Bad, and The Outstanding

Most people consider there to be 2 kinds of customer service; good and bad. We have all had a bad experience, who hasn't been this guy...

While these situations are sometimes an unfortunate norm when calling customer support it's clear that business owners and their customers truly want to have a more positive support experience. We are both working toward the same goals: a satisfying and rewarding partnership and resolution of the problem.

It's easy to forget that when a customer has to use your support it is because there is a problem and as the service provider it isn't just an obligation to resolve the issue, it must be your passion. And it is that passion that drives your team to provide outstanding customer service each time they have the chance to interact with your customer base.

Remembering to put yourself in the customer's position, walking a mile in their shoes, is key to tearing down the walls between yourself and the customer. This above all else will separate your business from those that do just an OK job at customer service.

Putting your passion to work for your customers

'Passion’ is a word often used in the context of customer service and customer experience: passion will drive excellence and continual improvement, and without passion it is next to impossible to deliver at a world class standard. But what does the word ‘passion’ really mean?

I would suggest it means the following: "You remain enthusiastic and committed to what you are doing whether you reach your goals or not."

Let's break this down into 3 categories:

For yourself

  • You stay focused and continually aim to improve no matter what setbacks come your way.

  • You are always looking for potential solutions to problems whether you are asked to do so by your boss or not.

  • You never give up or blame other people. For any barrier or problem you find ways to go over, under or around.

For your product

  • You continually invite feedback on what it does well and what it needs to do better.

  • You continually look at the market and competition to see what else is happening .

  • You go out of your way to get close to your customer in order to find out what their needs are and how your product or service can really help them. You look for complementary products or services that can also help your customer.

For your customer interaction

  1. You have a clear mission that focuses your attention on your customer’s needs above your own.

  2. You look at everything through the eyes of your customer and their need for and an easy and profitable life.

  3. You gather feedback obsessively and invest time and effort in the feedback to continually improve and grow your customer loyalty reputation and referrals.

Put these philosophies into play and customers, staff and even yourself will soon be seeing the difference a little passion can bring.

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