There has been a lot of talk lately about customer service (see AT&T vs. Verizon). But in the time of social media and blended job responsibilities, what constitutes customer service anymore?
The answer, of course, is everything.
That’s right. Everything you do when representing your company is customer service, even if you’re not in the “Customer Service Department.” Think of it this way. When you’re at a professional function or even out in public with others who know where you work, every action reflects back on your company.
Another way to look at it is everyone who sees you, who interacts with you, is a customer. At that moment, a transaction has taken place. Sure, money probably wasn’t exchanged, but an emotional transaction took place.
This is especially relevant today with many employees on blogs, Facebook, Twitter, et al. Every post (including this one) is an example of customer service. Your customers don’t care what department the employee is from or at what level. Every employee and every online interaction represents your company equally.
Now that I’ve scared you, here’s where I tell you it’s ok. You see, basic customer service is actually pretty easy. Remember all those lessons from kindergarten? Follow those. Use your manners and common sense. It’s that easy.
Ok, not really. There’s a little more to it than that. It boils down to customers want it all to be about them. We can deny it all we want, but when interacting with a company or employee, the best experiences are when it’s all about us.
Know who your customers are. Make the experience personalized, not automated. Know what they want and give them exactly that (as much as you can). They want to know that you care.
If all else fails, use the customer’s name. There’s not a sweeter sound in a person’s ears than that of his own name.
What does this mean with social media? It’s not that different. Get to know your customers online. Talk with them. Be polite and engaging. Act like you’re actually trying to get them to like you instead of buying into what you’re selling.
See? It’s not that bad being in customer service, is it?
