Service is a Good Thing – Well, Duh
Here’s the daily quote from my “Women Who Do Too Much” calendar that was a gift this past Christmas. Someone trying to tell me something?
We certainly get confused about what service really is and who is being served. Yet, everyone agrees that service is a good thing.
That struck a chord for me when I read it yesterday. We all SAY that offering customer service is necessary and what we strive for and yet, how frequently do we miss the boat. I wonder if it comes down to the basics; answering the question “what is service” and “who is being served?”
How many companies really serve the bottom line rather than the customer?
How many companies put in place a “service” process that has nothing to do with what the customer wants, expects or needs?
I think this is a bigger question that I can answer in a blog post. What do you think? Do we get confused about what service is and who we serve? Is there conflict between front line employees and management as to the true definition of service for the customer?
How would you go about tackling this question for your company?
Fantastic points and issues that are well worth pondering! All too often businesses get wrapped up in “service” without defining what it is they really need to do to shine. As this article (http://www.upyourservice.com/learning-library/customer-service-vision/what-is-an-engaging-service-vision) suggests, having a vision for service can work as an excellent starting point for improving a company, its service and its bottom line.