There is always a critic about customer service. People say hindsight is twenty-twenty. Is learning customer service important?
Talk to anyone long enough and they’ll share a bad customer service experience. It is easy to analyze the game after it is over.
It is in the mission statement, the plague on the wall, and clever meme that is on the poster. Organizations always claim that customer service matters.
Show the customer that we care.
Take care of the customer.
Our customers are number one.
Understanding the Critic
The critic does not represent the truth about customer service or the customer experience. What the critic knows, says, or does is not representative of the knowledge of the team.
Knowing how a screwdriver works and being able to use one with precision are two different things.
Delivering exceptional customer service is a skill. When we understand that it is a skill then we also recognize that it can be built, developed, and shaped.
People often quickly scoff at the idea of learning more about customer service because they believe they already know it, and after all, they can point out all the mistakes of others.
The loudest critics may need the most development. Not because they don’t know what it is, but because they aren’t on the field delivering.
Learning Customer Service
Sometimes the learning part is not about what the tool is used for, but it is about how the tool is used. This includes when, where, and the management of circumstances and situations.
There is a difference between screaming from the bleachers, yelling at the television, or commanding it from the C Suite.
Organizational commitment and a culture of the service experience starts with learning but it is only made possible from action on the field. It will take more than knowing what the tool is used for and being a critic when the tool slips.
Learning customer service is always important. It starts inside the organization long before it is delivered outside.
Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.