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Greatness in Service

Monday, 18 July 2016

 

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Oleh : Suksmawati Nasution - Dunamis Organization Services


Service in itself is actually a great act of kindness. Mother Teresa, Mahatma Gandhi, Florence Nightingale are among great leaders that have served people tirelessly and inspired greatness. They have served with heart and not expecting reward nor recognitions for themselves.

Nevertheless, when we give an excellence service and from the heart, result will always be a Win Win for both parties. Now days, customers are less 'loyal and trusting', especially when their industry suffers from financial crisis. On the other hand they have more power than ever before due to the social media, easy on-line comparison-shopping, and several of choices.

Moreover, customer diversity continues to increase, putting a premium on micro-segmentation and deep customer insight.

Economic uncertainty and data overload confuse customers as well, making them less interested in products than in flexible and adaptive solutions.
To get close to these more demanding clients or customers, we really need to get inside their thought, their mindset.

Companies would be more successful if they implement these five actions to get close to their clients and customers.

First, stand in your customer's shoes. Look beyond your core business and understand your customer's full range of choices, as well as his or her suppliers, partners of which you may be part of it. This exercise will also deepen your understanding of the competitors and help you better in anticipating their moves.

Second ,Track key customers' experiences as they traverse your company's pathways and note where the experience breaks down, put yourself through a customer experience, try role-playing exercises at all points of the customer's experience with your company. (Implement www - "what went well" and "what went wrong")

Third, Field diverse customer teams, by placing members of the back-office support group to your customer service team. IBM sends senior teams from different disciplines into the field to meet customers and develop a deep understanding of how to serve them better.

Fourth, learning together with customers. GE invited its top customers in China, along with local executives and account managers, to a seminar on leadership and innovation. Doing so, not only helped GE executives better understand the mindset of Chinese counterparts; it also helped them to influence their mindset.

Amway held a yearly event of Leadership Seminar for their Distributors in different countries with various Speakers of different Nationalities. Those were invaluable experience for the Distributors and motivate them to grow their business and of course Amway also grows the organization.


Fifth, think forward and anticipate.  Focus on what customers will want tomorrow, as Steve Jobs did so exquisitely. Do something totally different by focusing on the futures through scenario planning and then explore how market shifts may affect your customers.

Emotions also plays an important part in service excellence.

'World Transformation' indicates that Emotion is Energy-in-Motion. It is a way of expressing oneself in life. It is also the quality of how one relates to life. The emotions expressed by humans can be divided into two categories. We can regard them as polarized, as opposite of each other and those are the Negative emotion and Positive emotion.

Negative emotions are fueled by an underlying fear of the unknown, a fear of the actions of others, and a need to control them or stop them to avoid being harmed.

Positive emotions are fueled by an underlying desire for enjoyment and togetherness or unity.

Typically, negative emotion in a client will point us towards areas that need to be processed or solved. It shows that there is something there that the person isn't happy. We could deal with them and transform them into something more useful and enjoyable.

The negative emotions are useful as motivation for moving away from what one doesn't want. The positive emotions are useful as motivation for moving towards what one does want, their Vision.

Therefore, studying clients' emotions especially their negative emotions are very important and useful for companies that focus on service excellence or those that aim in helping clients / customers Succeed.

In addition, certain traits are important in relations to Customer Service, among others are:
1.Patience: "Infinite patience yields immediate results".
2.Commitment: "Commitment is the bridge to long-term relationship"
3.Positive: "Even in the face of massive daily adversity, positive attitude are expected"
4.Lead by Example: "They are doers, on the front lines.  They walk the talk."
5.Focused: "They don't get distracted by the next best thing. They micro-focus on getting results."
6.Inspirational: "They inspire action among their followers locally but they leave an inspired legacy globally."
7.Integrity: They are consistent at honesty and forth-righteousness. They do the right things and not whatever it takes.

The above traits create trust and trust is the most important thing in any relationship. As Stephen R. Covey says, when the trust account is high, communication is easy, instant and effective.

In life, we are all part of customer service, moreover in a Company, the whole organization should be one big customer service department.