There have been many more service philosophy slogans that have become popular in some CSR circles, and it is good to know and understand them, as each adds a little different nuance to the task. A couple months back I looked at a few mantras that came from Walt Disney, and now I would like to look at a few others that were recently brought up in an article by Joana Armie at Win the Customer.
Bill Gates (Microsoft) - “Every day we’re saying, ‘How can we keep this customer happy? How can we get ahead in innovation by doing this?’ …because if we don’t, somebody else will.” This may be a little more applicable to a business operation in general but it still has application to the everyday CSR dealing with customers. Competition is fierce between businesses, so if you do not offer them above-average service, you may not get a second chance to offer them anything, and that hurts the company and potentially you in the long run.
Richard Branson (Virgin UK) - “The key is to set realistic customer expectations, and then not to just meet them, but to exceed them – preferably in unexpected and helpful ways. If you are seizing on a new business opportunity, deliberately move your customers’ expectations up a few notches and consistently over-deliver on your promises – you will leave your competitors struggling to catch up.” Again, this is best applied to a business practice in general, but as a CSR you too can apply this guideline. Customers expect a certain level of service, so you should seek to go above-and-beyond in what you offer. Giving them the same old expected ho-hum service will never get you ahead with the customer or establish their loyalty to your company.
Sam Walton (Wal-Mart) - “There is only one boss-the customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” This is an oldie but goodie, and should be comprehended as the underlying principle of business. In essence it is the basis for such sayings as “the customer is always right,” because without the customer, there is no business. Therefore you must please the customer at every chance possible. I don’t think it is an exaggeration to say think of it this way – for every one customer you dissatisfy and lose, it brings you one little step closer to joblessness.
Laxmi Mittal (ArcellorMittal) - “Hard work certainly goes a long way. These days a lot of people work hard, so you have to make sure you work even harder and really dedicate yourself to what you are doing and setting out to achieve.” Long gone are the days of doing the minimal amount of work in order to get by. With the amount of competition most companies have, especially with the ever growing online community, it requires working harder, smarter, and in ways that will optimize time and technology to your advantage, in order to stay ahead of the game.
So, whether you are someone with years of experience or new to the service industry, as you look for a new CSR position , have, understand, and put into action whatever working philosophy approach you take, and work hard at maintaining it in an effort to offer a spectacular customer experience.
Image courtesy of Stuart Miles, at FreeDigitialPhotos.net