The Binman's Guide to Amazing Customer Service: Top customer words, service concepts & interviews to help create a sales focused customer-centric environment that provides amazing customer service. by Browne Oisin

Author:Browne, Oisin [Browne, Oisin]
Language: eng
Format: epub
Publisher: Book Hub Publishing
Published: 2020-11-26T16:00:00+00:00

52. Get the focus right

How it works

The attitude of your team from top management to the frontline heroes is the difference between convincing lip service and amazing customer service. To set the right tone for your customer you must focus on yourself. When your customer walks into your place of business they know within seconds if you are sincere about helping your customers or your only focus is on the transactional element of the business. If you decide to be a customer focus orientated business, you need to do that so well that transactions will happen because of your service delivery, otherwise you are a sales orientated business. The City Bin Co. never sees itself as a waste company, they have always been a customer focused service company. The offering just happens to be waste collection. In reality, it could be anything else. The focus is always on delivering an amazing service. It drives every conversation, every product and every decision made internally.

Your focus and culture defines every communication between you and your colleagues, between you and your customers and between your customers and their friends and family. In other words, if you create a culture of amazing delivery it will touch every conversation with the focus always on fast delivery, delivering efficiently and delivering with care. Culture is what drives the delivery of amazing customer service. Culture starts with the people. Culture is the environment in which the people work and communicate. When you focus on your internal company culture you will shine a light on your customer service as seen by your customers.

What to do

This is all about placing yourself in the shoes of your customers. First thing to look at is where your focus is. Is everything about sales? Is everything about marketing? Is everything about the transactions? Invite your existing customers to a customer focus group and ask them. Sometimes you believe you have a brilliant customer service ethos and maybe you do but if that does not transcend to the customer’s interpretation of what you deliver you have to bridge that gap. The best people in position to tell you possible short comings are your existing customers. When you understand where your focus is as perceived by your customers you can dial into where you need to be and start getting the focus right.

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