Connie Smith wrote a great post about airline service on her recent business trip. From her experiences, she extrapolated the following key custoemr service lessons:
- Customer service happens at every interaction — from the simple questions of "should I stand in this line?" to the bigger questions of "please help me utilize your services." Your employees’ responses and your reactions make a big impression.
- Employee empowerment and knowledge is key. There were several times in my travel where simple gestures and empathy from the airline and/or the agent would have made a difference.
- Every customer, no matter how big or small, is important and valuable. Taking the time to help every customer through their plight improves the customer relationship and can cement customer loyalty.
A while back I was talking to the CEO of a major company. I made the observation that the vast majority of interactions that his customers have with his company happen between relatively inexperienced Customer Service Representatives (CSRs) sitting in a call center thousands of miles away. They are, in most cases, the least paid, least knowledgable, and least "connected" associates in the company – and they are the ones talking to customers.
"That’s what keeps me up at night," he replied.
Believe me, you sleep a lot better when you’re listening and knoweldgabe about what’s happening between your customers and your Company when they call.