In our last post, What is Hero-Class Customer Service? Part 1, we discussed why we like the term Hero-ClassTM Customer Service and the characteristics that customer facing professionals need to become customer service heroes.
The final piece of understanding Hero-ClassTM Customer Service is to discuss what it looks like in an organization as a whole. What is the essence of Hero-ClassTM Customer Service itself? How does the sum of the parts, the actions of individual heroes, add up for the organization and its customers?
Hero-ClassTM Customer Service…
… is super-fast but never rushed
… is proactive more than reactive
… is visible in result but invisible in execution
… is experience-focused and not silo-bound
… is self-aware but not self-centered
… is consistent without being inflexible
… is efficient but not effortless
… is relational not transactional
… is always present but never an imposition
… is referral generating more than referral soliciting
… is surprising but never a surprise
… is data-conscious but not data-dominated
… is broad in concept but individual in application
… is grateful in substance not just in form
The list above represents what an organization should strive for, not what it should or can achieve. Sound-byte slogans often fail under the bright lights of real-world customer service and should not be approached literally. However, they are where we begin for inspiration and objective.
Hero-ClassTM Customer Service is a holistic approach to the total customer experience that transcends individual initiatives and programs of the week. It is based in a cultural approach that blends customer-focused systems with well-trained brand emissaries.
Put plainly, it is customer service that is all about customers.
Have you enjoyed Hero-ClassTM Customer Service anywhere lately?