Customer Service that Truly Sparkles

Author(s):

Why is it so difficult to deliver good customer service? There doesn't even seem to be a definition for what that is, so Philippa Kennealy, MD, takes a stab at it herself.

I am irate. Infuriated. Enraged.

Having set aside a full work day (for the second time) to have new office cabinetry and a desk installed (I had to set aside an entire day because this company is unable tell me in advance what time to expect the installers), I have just learned that "someone dropped the ball and they can't come today"!

I had also arranged for my computer guy and an ergonomics consultant to be here — so THREE schedules have been impacted by this rotten service.

I was about to spend several thousand dollars. So why do they apparently not care about making me happy?

The bigger question is: Why is it apparently so difficult to deliver good customer service?

I suspect it begins with not even having a definition of good customer service in the first place. Since this is an intangible, let's define excellence in customer service together — I'll go first and I am going to aim high!

Excellent customer service is:

• Customer-centric: The company or business runs its business by accommodating customers' preferences and is NOT driven merely by its internal scheduling convenience

• Reliable: It does what it promised it will do.

• Friendly: It has a good attitude, even when there are hiccups.

• Helpful: It goes beyond simply reacting and offers useful guidance and suggestions.