Monthly Mash and Self Service

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Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere.

Volume 19: May 2013

Thoughts on the Customer: When Self Service is Great Service

No customer is the same, and each customer has different desires and expectations depending on the environment.

Do you choose the staffed checkout line or the self-checkout line at the store? Does it depend on which store you are at? On what you have in your cart?

When you need cash, do you go into the bank or to the ATM?Monthly Mash and Self Service

When you need gas, would you rather have an attendant or pump it yourself?

It is tempting to always look at customer service as an endeavor where the more staff resources you can dedicate to a customer the better the service will be. However, Hero-Class Customer Service™ is not about providing the most attention; it is about providing the correct amount of attention, and sometimes, that means no attention at all.

Many people today leave hurried lives. They want to pump their gas as quickly as possible, grab their weekend cash without waiting in a line, and check themselves out when they only have a few items.

Providing these low-service, no-service options is not only cost-effective and operationally prudent, but it can constitute great service. Of course, low-service, no service options that are created primarily as a cost-cutting measure are a different matter. However, if you are providing customers a low-touch choice that is there to support the desire for a low-touch experience, then you are providing your customers what they want.

As much as it might be difficult to accept, in certain circumstances our customers simply do not want us around. Knowing which experiences our customers want to have on their own is a crucial part of giving them what they want.

Sometimes the absence of service is the best service of all.

The Month in Customer Service Blogging

A collection of the best posts about customer service and the customer experience we read this past month.

These two were posts highlighting tips from these authors’ books about Customer Service:

Someone Was Listening

Sometimes the most popular post from the previous month; sometimes just the one I liked best.

Social media has undoubtedly changed the way many companies communicate; however, it is not a strategy by itself but merely an important component of a comprehensive marketing or customer service approach. In Social Media is a Channel Not a Strategy, we discuss how customer service and business fundamentals are still relevant despite the hype surrounding social media.

About 

By Adam Toporek. Adam Toporek is a Customer Experience Strategist, franchise developer, and small business owner who runs the popular blog Customers That Stick. He is a customer experience speaker and the author of a forthcoming book on frontline customer service (AMACOM, Spring 2015). Adam’s ebook 7 Secret Customer Service Techniques Every Expert Knows has been downloaded in over 100 countries.

    Find more about me on:
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4 Comments

  1. Laura Click
    Twitter:
    says:

    Great round up, Adam! I recognized a few of these (Ken’s was great, for example). But there are plenty of others I need to check out.

    Also, thanks for including mine in there! Glad you liked it! :)
    Laura Click recently posted..The Most Underutilized Social Media Asset – Your EmployeesMy Profile

  2. Davina K. Brewer
    Twitter:
    says:

    Oh.. I have been wanting to start doing some lists posts, find a way to turn my shared content into something curated for my own blog. Always a good idea – and it’s great when you discover new bloggers, even find stuff you missed. And FWIW I like the self service options.
    Davina K. Brewer recently posted..Brand Image is in the eye of the Beholder.My Profile

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