Great Customer Service Is Attitude, Individuality, and Freedom

Great Customer Service: Check this post regarding great customer service by Erroin Martin:

Companies that have a reputation for excellent customer service are known for having the same traits. Those traits are attitude, individuality, and freedom. Their customer support teams are excited about working where they work, they enjoy solving problems, they all are a bit quirky, and they are given freedom of movement to create solutions.

A great example for a high-end provider of customer service is the Four Seasons Hotel chain. First they hire employees that match the brand image of the hotel chain, which is class and manners. These employees display an excellence in manners towards each other and their guests. They pay attention to detail in ways that the hotel guest will notice; making them feel as if their individual needs are attended to. For lack of a better term, the Four Seasons hires "neat freaks." The second important item the Four Seasons chain provides is a freedom of movement to service a guest's needs. Each employee at the Four Seasons is given a budget that they can spend on meeting the needs of their guests. This freedom of resources, in most cases cash, allows the employees of the Four Seasons to quickly solve problems and be creative in the process. The end result is that guests feel completely taken care of.

On the lower-end of providers is Zappos.com, the online shoe provider. Employees of this fast growing Internet store love shoes. The founder and CEO of Zappos.com, who is a self-confessed shoe aficionado, hires the same for his customer service staff. The customer service staff at Zappos.com is given the freedom of movement to solve a customer's problems. This can be from a no questions asked return to helping the client find the best show at the lowest price for a particular occasion. The goal is to have satisfied customers, no matter how you get there.

Both companies are successful brands. Both understand that it is the customer who controls their destinies. Therefore they hire customer service representatives that match the attitude of their brand, enjoy solving the needs of their customers, and give the freedom to do so without giving away the store.

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