A Brief Philosophy of Customer Service Capability

July 15, 2013

We are moving one of our businesses today, so I thought I would keep this post quick and dirty. I want to briefly share my concept of customer service capability.

When it comes to the capability of team members to excel at customer care, you can divide your team into three categories:

Those who get it,
Those who can learn it, and
Those who just don’t have it.

Handling Customer Threats | Angry Guy In Laptop For the first category, keep them, grow them, and empower them.

For the second category, train them, support them, and elevate them.

For the third category, reassign them or remove them.

While more of a general philosophy than an actionable blueprint, the above concept is a great reminder that not everyone is destined for a customer facing position. Concentrate your energies on those that can be effective.

10 thoughts on “A Brief Philosophy of Customer Service Capability”

Laura Click
July 15, 2013 at 9:36 am

Smart, actionable tips, my friend! Nicely done. Happy moving day!
1. Adam Toporek
  July 16, 2013 at 7:11 am
  
  Thanks Laura! On to moving day 2, the sequel. 🙂
Sue
July 18, 2013 at 12:18 am

Indeed brief, but makes a lot of sense…Thanks for sharing these reminders. 🙂
1. Adam Toporek
  July 18, 2013 at 9:11 pm
  
  Thanks Sue. Glad you liked.
Jens-Petter Berget
July 29, 2013 at 2:53 am

This is very interesting Adam. I’ve been working with some clients lately, and I have experienced a few people in your third category. But, so far, I haven’t told my client about this. I’m still trying to convince myself that they’re in the second category. Do you approach your clients with this information?
1. Adam Toporek
  July 29, 2013 at 7:51 am
  
  Hey Jens, I’m not sure what the HR environment in Norway is, so I would say employment law/liability should always be the first consideration. Assuming you feel covered on that front, I think it is important to tell your client.
  
  I would recommend one of two approaches: 1) Tell them, but do so with questions that lead them to the conclusion. Mary doesn’t seem to be catching on, do you think that it’s a lack of training or a lack of ability? or… 2) Devise a checklist of what qualities/abilities people need to be successful at the job. Then have management grade everyone. Afterwards, you review the scores with mgt and use the checklists as a basis for discussing a game plan for the people in all categories. This objective approach might also assist with potential HR issues. Hope that helps!
  1. Jens P. Berget
    July 29, 2013 at 7:58 am
    
    This helps a lot. Thank you so much Adam.
    
    By the way, any books you recommend on the topic of customer service?
    1. Adam Toporek
      July 29, 2013 at 10:20 am
      
      My pleasure Jens.
      
      As for good CustServ books, well, I could recommend about 100. 🙂 If you don’t mind the self-promotion, I do recommend our eBook 7 Secret Customer Service Techniques Every Expert Knows!. It’s on the signup on our home page (or I can send it to you). As for traditional books, I would start with either What’s The Secret or Secret Service by John DiJulius.
      
      Feel free to reach out if I can help with anything else.
      1. Jens-Petter Berget
        August 5, 2013 at 4:53 am
        
        Thanks a lot Adam. I have just signed up for your newsletter, and I have downloaded your ebook. Now, I’m going to buy that other book by John DiJulius. Thank you!
      2. Adam Toporek
        August 5, 2013 at 7:03 am
        
        My pleasure Jens. Let me know what you think of the eBook!