Some businesses hold it and some don’t — a passion for customer service is one of the foundations of a really wealthy business. It’s hard to say where it originates from, or how you maintain and develop your Customer Service Passion (or simply CSP), but without passion and commitment to customer service it just doesn’t appear to work.
It’s like standing in a queue at the drugstore for 30 minutes and reading over and over the sign on the wall that says ‘We value your business and save you time’ or ‘Our customers are the heart of our business’; it just doesn’t feel true.
Customer Service Passion is about doing the little things that show that your business is entrusted.
Customer Service Passion is a commitment.
It has to begin at the top of an company and work its way through the whole team. Everyone in the customer service loop needs to be made aware of what the business wants to achieve and of the level of customer service that is expected. A company might have great products at great prices, a simple and effective ordering system, friendly staff and so on, but it can be let down by one person from staff on the warehouse floor who packs the goods poorly, or by a delivery truck driver who dresses like a slob, constantly has a cigarette hanging out of his mouth and has an attitude about where he will and won’t make deliveries.
Customer Service Passion can be developed.
If you can make your team see the benefits of offering excellent customer service, you will win them over. Of course, leading by example is the best way to illustrate this point. Show your staff your customer service passion and they will pick up on it. Soon it will spread through the entire company’s business, becoming second nature to everyone. Your customers will definitely notice this positive change.
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