Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere.
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 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-ClassTM 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.
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:
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.
By Adam Toporek. Adam Toporek is an internationally recognized customer service expert, keynote speaker, and workshop leader. He is the author of Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines (2015), as well as the founder of the popular Customers That Stick® blog and co-host of the Crack the Customer Code podcast.