I worked in Customer Service for years before I was taught anything about it. Most of the skills needed to provide good service came naturally to me and seemed like common sense.
I was unconsciously competent.
As I took classes and heard speakers talk about Customer Service, I certainly learned more and was better able to perform as a consciously competent Customer Service manager.
As I work with new people all through this business start-up, I am reminded how valuable good service is, and how good Customer Service literally makes the world a better place. No really. It does.
I think of the joy that wells up when a live human answers a phone call, or the smile that comes across my face when my phone or e-mail message is returned the same day. I truly appreciate those things, and they truly make my day/life better.
I also think of the great help it is when someone shares with me a suggestion or idea to help me on my journey or gives me information regarding what the next steps of the process will be so that I feel informed, if not in control. These tidbits are so small, they would seem insignificant. But in a world hell-bent on accomplishing the things they need to do without regard for their customer, these tidbits are all that are needed to make the world a better place.
Small steps today. Hopefully someday we will be taking giant steps.
