“First, do the customer no harm.”
The Hero-ClassTM Oath
One of the interesting things about writing a book are the things you leave out. I am wrapping up the final edits on my upcoming customer service book with the publisher this week, and one of the few areas I made last minute changes to were on the topic of delight, amazement, and Hero-ClassTM customer service.
It will be of no shock to readers of the Customers That Stick blogTM and The Customer Conversation that my approach to delight and amazement is steeped in a focus on service basics, with an emphasis on reducing hassle and executing consistently. WOW moments are great, but they should be layered on a solid base of meeting or exceeding expectations consistently.
I wanted to include the checklist below in the book; however, the book is focused on frontline customer service and this checklist is truly designed for organizational leaders who have the ability to influence process and systems decisions.
The 3-point checklist below will help customer experience leaders analyze the hassle factor their customers are experiencing:
When working through the checklist above, remember that we often view the hassle factor differently than our customers. Make sure most customers would agree with your assessment of what is a hassle and what is not.
Finding ways to reduce customer effort and minimize the hassle-factor for customers comes from focusing on processes and people. Refine you processes as far as you can, then make sure your team understands how to help customers have the easiest and most pleasant journey possible.
When it comes to customer experience, first, do the customer no harm. Add no frustration and create no hassles. It won’t always be possible, but it is an excellent place to start when creating any customer journey.
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.