"A customer is the most important visitor or guest on our premises.
He/she is not dependant on us, we are dependant on them.
He/she is not an interruption of our work; they are the purpose of it.
We are not doing them a favour by serving them; they are doing us a favour by by giving us an opportunity to do so."
- Mahatma Gandhi
Today’s leading organisation know exactly what their customers’ experience should be. This same experience should be delivered for each one of your customers’ interactions with the business. Your organisation’s ability to deliver world class customer service will increase the customer’s spend and their loyalty.
To be remarkable, your delivery of customer service must recognise and respond to the needs and desires of your customers. Delivering remarkable customer service starts at home with the employees delivering it.
Every colleague is potentially a point of interaction with a customer. They should all be aware of how the organisation wants customers to be treated. Each point of contact must provide the same level of service, be it a visit to your premises, a telephone call or simply asking a member of staff for directions.
Are you polite and professional, friendly and courteous? Do your employees provide the same level of service in a face-to-face meeting as they do on the phone? Are they ambassadors for the business?
Remarkable service is just that, something that deserves to be remarked upon. Was the customer's product delivered sooner than expected? Were they able to specify a specific delivery slot? Every element of your service will be remarked upon and happy customers will keep coming back for more. They’ll even recommend your services to others.
Your employees must want to buy into this vision. They must want to believe it and also deliver the same levels of courtesy to each other. By inculcating the desired service, focused vision, values, attitude and behaviour across the business, your staff willingly act as customer service ambassadors, representing the values of your business.