Customer service is an art not a science and using the same process for every customer will not give the same result. Lance investigates this notion in celebration of Learning at Work Week.
People are different and that’s what makes working with them, meeting them, and providing a service to them so wonderful. Here’s a question for you to ponder. Since the start of 2019 how many people have you spoken to who have provided you with a service? Think about how many shop assistants, bartenders, bankers, bus drivers, waiters, mechanics, baristas, fuel station assistants, etc, have you been served by this year?
If you’re like me, there will be quite a few. Sounds crazy, but my next question is, when did you last update your checklist and script that you use whenever you talk to these people? Have you updated it for 2019, or are you still using the checklist and script from last year? Worse still, have they not been updated since 2017? It sounds an unusual thing to suggest that we should have a checklist and script to use with anyone who provides us with a service. As a customer you probably treat the service provider as an individual and tailor your responses accordingly. You may chat about the weather, or even have a laugh at some politician’s expense. And intuitively you’ll know whether you received good or bad service.
A customer service provider may have a slightly different view. Amazingly, some organisations still have checklists and scripts to use with their customers. You may have experienced such organisations, where you can almost hear the person ticking a checklist whilst reading the script displayed by the computer. I know that this is a common experience for many customers. These companies would do well to remember that customers are people and people are different. So how on earth can a checklist and script be effective for every person? Great customer service is as intuitive as any other conversation; it should be a tailored, responsive and natural experience for the customer.
Some organisations excel at this. A recent example for me is Vision Express in the centre of York. They came to the rescue after my doctor had incorrectly completed my HGV driving licence renewal form. In store they listened to my problem and acted quickly to solve an issue which had not been caused by them. This means I’m still licensed to drive an HGV and will be a very loyal customer of Vision Express.
What is the customer service at your organisation like? Scripted or intuitive?
At Rambutan, we believe intuitive customer service is an art not a science. This means using the same process for every customer will not give the same result. Our intuitive customer service will help you to create a level of service that is the perfect balance between consistency and personalisation. Customers will be treated as individuals and feel valued.
We’ve had some great results so why not take a look at some of our success stories, and as part of #LearningatWorkWeek with its theme of #shapingthefuture see how we can help you.