Customer Service and Customer Experience Management are terms used by most organization while serving the end consumer or the Enterprise Customers. I would like to present a series of Customer understanding views which would help you understand the nature of endless Customer ending thought process which we fail as daily customer facing individual.
In the Series beginning the first and the foremost is to understand”Who is a customer”
“Customer is you”
Let us understand first understand who are our Customers ?
“Customer is you” is a very a difficult thing to understand considering we always feel we are serving others and taking care of others needs. Life comes full circle when you are serving a Customer you are invariably serving yourself since the customer who has come to purchase or to solve his issues has paid you for the services and its become all the more important for you to serve him and respect him the right way. Today he is your customer but tomorrow you would be someone else’s customer. Imagine for a moment how you would feel if the same things happen to you. So never think about anything be a Customer always even when you are serving a customer …“The Customer is you always “
Step 1 – Think yourself as Customer each time you serve your customer
“Would like you to respect yourself “
Again one of the most overly used quote “Give Respect and Take Respect” . Since you have taken the first step of thinking yourself as a customer when serving a customer than for a minute think “Would you like to respect yourself “. I am sure you would get the answer in affirmative. When you would like to get respect then start first by giving respect to your Customer you would see how much difference it makes.
“Self Respect” a word in itself creates a sense of positiveness when you converse with anyone. A lot of statements, quotes and jargons have been used like “Customer is King”, “Customer Comes First “, “Customer is God” but these jargons are useless you understand that who is this Customer.
Step 2 – Respect your Customer like you are respecting yourself
“Customer always has needs “
When you walk into a store to purchase something “you have need” hence you expect the store executive to listen to you attentively and if he doesn’t give you enough attention you are frustrated, irritated and you want to give a mouthful to him. The problem is he didn’t take care of your needs !! So what is wrong when a customer gets angry with you , think for a moment and go through the customer needs and see whether you have been able to fulfil his requirements.
Step 3 – When you have your needs – So does your Customer
“Customer is unreasonable “
Have you ever been unreasonable when you have gone to a restaurant and screamed at the waiter saying the food which is served to you is not extra hot. You are unreasonable as food has to be hot not extra hot since you like it to be extra hot he cannot change his style of serving unless you mentioned while ordering it to be“Extra hot”. So when your customer is asking something extra why do you always find it unreasonable may be his expectations and thought process has changed after giving you the order so if he has asked something extra just realign his new requirement and make those changes unless it is affecting your bottom line but then you could always say that he would be charged a little extra as this was not part of the original order. The customer is never unreasonable only his expectations changes !
Step 4 – When you are unreasonable so can a Customer be
Series 1 – Customer is You
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