Tag Archives: customer service

What is Customer Service?

This is a guest blog with Steve Curtin, speaker, consultant and the author of Delight Your Customers.

There are as many definitions of “customer service” as there are customer service books and gurus. And, while there is no single correct definition, I would like to submit mine for consideration:
Customer service is a voluntary act that demonstrates a genuine desire to satisfy, if not delight, a customer.

Within this short definition, there are seven elements that I suggest we explore further:

Voluntary: Providing exceptional customer service, unlike executing mandatory job functions for which an employee is paid, is always voluntary. Employees don’t have to deliver it. And most don’t. (This explains why you almost always receive the deli sandwich you ordered but might not always receive it with a smile.)

Act: Service is a verb. As such, it requires action. Without initiative, one’s readiness and ability to initiate action, there is no exceptional customer service.

Demonstrates: Exceptional customer service reflects job essence, an employee’s highest priority at work.

Genuine: Exceptional customer service is not about masking your true feelings. It’s about actualizing them. There’s no place for duplicity or phoniness in the delivery of exceptional customer service.

Desire: Employees must want to provide exceptional customer service. Exceptional customer service doesn’t happen by chance. It happens by choice.

Delight: Employees decide for themselves whether or not to expend the discretionary effort required to elevate a customer service experience from satisfactory (ordinary) to delightful (extraordinary).

Customer: Customers are our highest priority at work and the ultimate basis for our employment.

What’s your definition of customer service? If you don’t have one at your place of business, consider posing this question to the team at your next department meeting. Put everyone at ease by reminding them that there’s no single correct definition of customer service. Whatever you come up with together will be just right for your work group.

Besides tapping into the team’s collective genius, you’ll be raising awareness about the topic of customer service, which, besides actually serving customers, may be the best use of your time at work.

To learn more about customer service, enroll in Steve curtin’s SoundviewPro course, Delivering Exceptional Customer Service.

Another Batch of New Courses

It’s another exciting day for the SoundviewPro team! We’ve been hard at work trying to expand our diverse course offerings, and today 4 new courses have just been added.

  • Interested in maximizing your Spiritual Intelligence? Take Cindy Wigglesworth’s course Spiritual Intelligence for Leaders.
  • Want to provide exceptional customer service? Steve Curtin’s new course is all about that.
  • Need to cultivate a more honest company culture? Bob Phillips can help you out in his course Building a Culture of Honesty.
  • Or maybe you need to grow your company brand? The new course by Bryan Mattimore and Gary Fraser is a great place to start.

These instructors have been working tirelessly alongside the SoundviewPro team to put together these great new courses, and we’re all extremely proud of these additions to our great library of business knowledge. Click on the links below to find out more information about the courses and instructors. Or take a look at the rest of our course offerings. Upgrading your business skills is just a few clicks away!

Spiritual Intelligence for LeadersCindy Wigglesworth

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There are CEOs that lead organizations with thousands of employees, but individuals such as Abraham Lincoln, Gandhi and Nelson Mandela were able to secure the followership of millions. How did they achieve it? Cindy Wigglesworth will show you the 21 skills of Spiritual Intelligence (SQ) that will help you lead with wisdom, compassion and serenity.

Delivering Exceptional Customer ServiceSteve Curtin

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Your organization’s customer service experience can be the difference between a “one-and-done” customer and a “promoter” who will create more customers for your company. Customer service expert Steve Curtin takes you through the seven keys to exceptional customer service.

Building a Culture of HonestyBob Phillips

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Transparency is a term that looks great on a Corporate Values Statement. Its much more difficult to practice. Bob Phillips will help you create and model the values that will drive behaviors toward a culture of honesty.

Growing Established BrandsBryan Mattimore and Gary Fraser

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Don’t just create, innovate! Take your existing brands to new levels of success by learning the growth strategies and ideation techniques taught in this course.