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For Customer Service, Please Read (Instead of Holding)
May 17, 2008

These two points are at the center of a customer service strategy.  in serving clients since they are the one who really determing the level of service satisfaction, bear in mind the following:

The Gap between perception and reality mus always be understood. At one time Bain and Company surveyed the senior executives at 362 firms across several industries to quantify the gap between perception and reality in the realm of Service Excellence.  The results were startling:

  • 80% of those companies providing services believe they deliveredsuperior service and experiences” to their clients
  • Among those same clients, only 8% felt they receivedsuperior service and experiences”

In the best case scenario (a complete overlap of the 8% and 80%) nine out of ten service providers think they’re doing a better job than those on the receiving end.  This disconnect is at best, frustrating; at worst, the precursor to a severed relationship.  Unfortunately, the following sentiment is not as uncommon as you might think:  “I’m shocked the client fired us!  I thought our relationship was great, and I was doing a really good job.”

So how do you bring perception and reality into alignment?  Talk frequently.  Ask questions.  Probe the answers.  Never assume.  If those you serve feel they are receiving poor service, then they are receiving poor service.  So, who is the boss in our service relationships?

“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.”

- Sam Walton, Wal-Mart Founder ?8dpc=&_r=2&adxnnl=1&oref=slogin&adxnnlx=1210826314-P5pdwZaEbfR0 QxI/qnwUrA

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"How You Do What You Do", by Bob Livingston

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