In today’s world of automation and instant gratification, service can be a real hit-or-miss proposition. Service professionals are constantly balancing automation and personal touch, trying to manage costs for delivering service through any number of approaches, with varying levels of success. The use of overly automated systems and endless escalations are common pet peeves, especially in situations where you know your particular problem requires talking with a competent human.
Recently, I had to contact a customer service team for a bank to get some account information that I had misplaced. Being accustomed to contacting large institutions only to be bounced from one agent to another, I was extremely pleased that I was able to get the information I needed in one contact, with someone who had the skills and the systems access to quickly resolve my issue. That person left me with a positive experience, not only because of her attitude, but also her aptitude. For me, this was a model interaction that completely exceeded my expectations and delighted me – and four months later, I’m still talking about it.
This is both the challenge and the goal of service. We seek to understand our customers’ needs, as well as to deliver service that exceeds expectations and creates a memorable (and positive) experience that is talked about over and over again. We measure our business internally, while we hire talented and service-minded people who go the extra mile every day to make sure that the customers they interact with walk away as I did… talking about great service. Results-oriented teamwork, partnered with a customer focus and inspired products, delivered with integrity – it’s a winning recipe. I’m certain of it.
Pam Lyra is VP of Support for Axcient.