The reality of customer service!

There is constant talk about 'customer service' no matter where you turn.  As a business coach, i am constantly reminding my clients about customer service within their business'.  But what is service?  Ask this question, and you will hear a million different answers.  The way I sum it up is simple - customer service is whatever the customer thinks it is.  Whatever they don't expect - in a good way!  


I have a great example to share.  I was in Subway the other day ordering a vege wrap (yes I am a vegetarian - but the sandwich maker didn't know that).  She was making my wrap - and my partners Italian BMT (covered in meat!).  She actually asked me, if I wanted her to change gloves after handling the meat!  THAT'S SERVICE!  It is something that I didn't expect, it was over  and above 95% of experiences I have had like this (I have been offered a chicken sandwich when asking for a vege option!).  

That's what customer service is.  It has gone far beyond 'service with a smile' - we still need to do this, but customer service these days is far exceeding the expectation of the customer.  I fully expect to be greeted nicely, served promptly, without fuss - so when I get this service, I'm not dazzled - I am merely satisfied.  

Are you dazzling your customers? Or merely satisfying them?

tjk