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| Get It Right! Great Customer Service Made Simple |
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| Written by Susan Hoekstra | |
Unless we systematically and objectively review our clients' experience from their perspective, chances are we're just like those umpires. We believe we've made the right call, but couldn't be further from the truth.
 I'm a big Yankees fan. Learned to love the game when I was a little girl and watched every game with my Dad. However, the recent playoffs and World Series Games have been plagued by a series of poor calls. Players being called out or safe who aren't. This is frustrating, because I want my team to win fairly, and find it even more irritating when the call is against them. Last night, the umpires called A-Rod's home-run a double initially, and then decided to review the tape, which resulted in a reversed call and home-run. They got it right, but only after they reviewed the tape. Did it take some effort on their part? Yes, but only a few minutes; a small investment to ensure the call was correct. Think about that though. No one doubts that these umpires are well-trained, are professional, and have a strong desire to get it right. However, even they make mistakes. And the service we provide is similar to these umpires' calls. Unless we systematically and objectively review our clients' experience from their perspective, chances are we're just like those umpires. We believe we've made the right call, but couldn't be further from the truth. Do you systematically and objectively review your clients' entire experience, get your clients' feedback, measure what is important to them, and ensure your organization is regularly trained and aligned to deliver excellent service? A small investment reviewing that experience can ensure your call is correct. And as far as baseball goes, can we please put a process in place so they do the same and can challenge and review calls? Let's get it right! Susan Hoekstra is principal consultant of Susan Hoekstra & Associates and author of The Service Journey. She has a proven 25 year history developing customer service strategies and solutions including strategy development, training, presentations, recognition programs, surveys, and contact center CRM technologies. |