In a competitive world, your fate is determined by the quality of service to customers. Customers are savvy, ambitious, and getting more evaluative of market offers than they were ever before. In this competitive scenario, differentiation through service has been of immense importance. Everybody is joining this rat race of providing service with pitfalls of offering “just the service” as warranted by the situation. How about the smart ones that stay ahead of this service competition? They do three more things than just maintaining status quo.
First, they tend to promise low and deliver high (under-promise and over-deliver). A few months back, I went to a cell phone service provider’s service center to drop a defective phone for repair under warranty conditions. They promised to give it back in five working days, however, much to my surprise, they lent me a similar phone for use during those days completely free of rent. The whole experience was overwhelming.
Second, in delivering more than what has been promised, they show an empathetic attitude in solving customers’ problem. Putting yourself in customers’ shoes is a great skill that often needs to be honed towards perfection. Combining point one and two, the outcome would be an “unforgettable experience of solution”, rather than just the status quo service.
Third, often overlooked, customer satisfaction through superior service will sustain only when service personnel in the organization are served well by the organization! That means, just like service personnel treat customers with great care, organizations in turn must take similar care of its employees. Only happy employees can make a customer happy.