I’ve searched for a long time for a phrase to describe a level of service that is both amazing in its quality and impressive in its delivery.
Sure, I’ve used the typical phrases for years — world-class customer service, platinum-level customer service, 5-star customer service — and so on. But these phrases are common, and as such, have many meanings.
What you mean when you say “world-class customer service” and what I mean can be two completely different things.
I wanted a phrase that was not overused and that had a specific meaning. A term, well, that could have a specific definition.
In the end, I chose Hero-ClassTM Customer Service.
The phrase Hero-ClassTM Customer Service embodies the concept that every delivery of superior customer service involves a hero of some sort. They might not be able to leap tall buildings in a single bound or control sea creatures telepathically, but the customer facing professionals who deliver consistently excellent customer service are heroes to their customers.
In a world filled with poor service, administrative hassles, and a digitally-distracted populace, the attention and focus great customer service reps give their customers makes them heroic to most.
My original framework for this section referenced Joseph Campbell’s construction of the hero’s journey. In thinking about the matter, however, a customer service hero is a hero in a different sense.
A customer service hero is less like a hero who has endured a long and arduous journey filled with trials and tribulations (though some days feel like that) and is more like a person whom is simply a hero to someone else. The kind of person who makes people say, you’re my hero.
In other words, a customer service hero is not so much Odysseus as Superman.
As such, our modern comic book heroes seemed to provide a better sense of what a customer service hero looks like and what Hero-ClassTM Customer Service entails.
Here are some of the fundamental characteristics of all customer service heroes:
The above list focuses on the heroes that deliver Hero-ClassTM Customer Service, but what does that service look like in the aggregate? What does it look like when an organization full of customer service heroes works together to deliver an incredible customer experience?
For that, please join us for Thursday’s post: What Is Hero-Class Customer Service? Part 2.
What does a customer service hero look like to you?
Hero-ClassTM Customer Service is a trademark of CTS Service Solutions.
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.