The Foundation of a Good Customer Service Program

On my book shelf at work I have A LOT of customer service books. I'm often asked if I've read all of those books on customer service. My reply? Yes. I'm always interested in learning what customer service means to different people and how different organizations interpret service and put service into practice.

Your Customer Service Foundation

Without customers, businesses will fail. The customers' perceptions are the reality for a business; therefore, serving our customers in a manner that will not only meet but exceed their expectations is of paramount importance.

-iSpeak Training

Depending on the type of organization, the background of its key individuals, there are different interpretations on what makes good customer service. That's one of the main reasons why I've read so many customer service books. There are so many different avenues that individuals take to deliver great customer service. But, ultimately, it's all about results.

What type of service really delivers results?

The 4 Pillars of a Great Customer Service Program

What makes a good customer service program? How do different organizations interpret customer service and put great customer service into practice? I believe that 4 principles make the foundation to any great customer service program. Implementing these principles correctly develop the type of customer experience that creates customer loyalty.

Pillar 1 ' A customer service philosophy

The correct philosophy of what makes great customer service has to be incorporated into the ideals of service and into the day-to-day actions of the customer service people in the organization.

Pillar 2 ' Customer service systems

Systems must be designed around service delivery and built to support and serve both the customer and the customer service agents that support the customer.

Pillar 3 ' Customer service decisions

Customer service staff members must have the tools and the autonomy, the decision-making abilities to act for the customer. The right tools, training, and management support must be available and support those who serve the customer.

Pillar 4 ' Customer service vision

A customer service program is not achieved overnight. Vision, determination, and endurance is needed by senior management, customer service management, and customer service staff in order to see the principles turn to action, actions turn to habits, and habits turn to the characteristics that keep customers coming back.