Better Service? Where to Start!

Posted by Joseph Michelli, Ph.D. on November 19, 2010

0 comments | 1296 reads

When I receive terrible service, I often think to myself “how hard would it have been to…..” Often that sentence ends with common sense things like “be polite”, “take your Ipod earbuds out when I was talking,” or “learn a little about the product before you tried to sell it to me.”

Fortunately, I sober up to remember the words of Voltaire who suggested “common sense isn’t so common.”

When it comes to helping your staff offer uncommon, common sense solutions to service, where should you begin?

Annually, research done by Convergys (which looks at what customer’s want from service in different parts of the world) offers fairly consistent insights into the most fertile ground for service improvement. The results of the 2010 US survey are found below:

The data is clear! If you want to pick the “low-hanging fruit” of service excellence, help your staff meet the customer’s needs on the first visit and work on solving the customer’s problem the first time it presents.

Take a moment to think about situations where a customer is most likely to try more than once to get their needs met. Those situations become your prime opportunities for training and service elevation!

Joseph Michelli, Ph.D.

Joseph Michelli, Ph.D., an organizational consultant and the chief experience officer of The Michelli Experience, authored The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company and the best-selling The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary.

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