I think I expect too much when I'm exchanging money for service. A greeting, some gestures and gratitude are the basics I would think necessary to call yourself a 'service provider' however I find that when these three acts occur in one service event I feel compelled to be overly thankful.
Sadly, I believe we're being conditioned to not expect too much from our service encounters!
Recently, whilst I was speed shopping, a young staff member approached me in an aisle and offered me a basket - it was very evident that my quick shop for two things had turned into 12 items which I was juggling in my arms; I felt overwhelmed with this proactive service.
Service isn't too challenging - or is it?
I wonder if it's us painful customers who make it difficult with our differing expectations, quirky personalities and selfish requests. But ... if you serve so many folk in one day, repeated over a week and let's say over a whole month you would gather enough BIG DATA about us crazy consumer cashed up customers to know what we expect.
BIG DATA = INTELLIGENCE.
Observing people is the role of the 'service' provider person. Taking three seconds to interpret my facial expressions, hand gestures, tone of voice, body stance, all magnify messages to the DATA control centre (your brain) and tell you: if I am in a rush, not wishing to be interrupted or that I have forgotten something after waiting in the five minute queue.
So, is the prospect of SERVICE INTELLIGENCE challenging your business and your leadership?
How would you and your people rate against this SERVICE INTELLIGENCE model?
1.Self-Awareness - knowing your own motives, what drives you, enabling a better understanding of what drives you to be customer focused.
2.Emotional Intelligence - being aware of others' emotions during service delivery.
3.Responsibility - taking personal responsibility aka accountability - it's up to you to serve.
4.Value Focused - offering more value than the price paid.
5.Impact - understanding that your choice of behaviour has a predictable consequence.
6.Change - being prepared to adapt to keep relevant and ahead of your customers' needs.
7.Evaluate - mindfully reflect, review and improve self performance and the customer experience.
Customer Service has changed. People expect more. I definitely expect more. There's no excuse when Service Intelligence is available to be learnt.
What about you? Do you expect awesome or average service?
When your people are transacting a product or service ... including government and no-fee exchanges, it's paramount that they see you role-modelling these skills, actions and behaviours. You must take the lead.
The only way to increase the performance of your service team is to increase your leadership performance.