When No One is Looking

Customer service happens when no one is looking.  When an employee interacts with a customer while they are being watched by a supervisor, it isn't customer service, its obedience.  Customer service requires initiative.

Initiative happens when you let staff know they are trusted.  Trusted to address customer needs and concerns.  Trusted to make mistakes.  Especially if those mistakes are made because they are trying: to help a customer; meet a goal; or address an organizational challenge.

Employees know they are trusted by the way their leaders treat them and react to them, especially when they make mistakes.  If failure is treated as a punishable offense versus a step toward success, then staff will not feel trusted and will learn not to take initiative.  If mistakes are met with anger and loud voices versus analysis and education, that signals a lot to the person who made the mistake.  And everyone they talk to and work with.

On the surface, customer service is a simple thing.  It is about being polite, pleasant and professional with customers and working to address their needs.

Excellent customer service goes deeper, however.  It is about anticipating the needs of the customer and addressing them before they ask.  It is about quickly and efficiently resolving customer problems when needs aren't met to the satisfaction of the customer.  To achieve this, it takes a staff member who is actively engaged in the success of the organization.  A person who takes the initiative to understand customers and has the creativity and personality to positively engage customers.  Excellent customer service cannot be done simply by following a checklist.

Ultimately, excellent customer service on the front lines, something every organization should strive for, starts with the way things are handled in the back room.