Customer service is more than a department

摘要

Is customer service a department or a philosophy in your company? When I ask people in seminars to define customer service, I hear things like, "The customer has a problem and we fix it." "They have a question and we answer it." "They need to return something and we handle it." Implicit in each of these is the attitude that customer service is reactive and problem-focused. Absent a problem or question, and the customer does not receive service. To appreciate our definition of customer service, you must understand customer satisfaction. Customer satisfaction is generally expressed as a ratio: It is a function of your performance and the customer's expectations. If you out-perform their expectations, you have satisfied customers. If you under-perform their expectations, you have dissatisfied customers.