There are those that think that it is good enough to do what others are doing in the industry. If everyone else is outsourcing call centers to India, then our company should too. Or should you? Are you following industry trends or leading them?
Take for example the beleaguered airline industry. We have seen service dwindle to non-existent. You check yourself in at a kiosk, and if you want anything more than a lukewarm beverage, you have to pay for it. And pay some more if you want your bags to fly with you. Christopher Elliott, who writes about the travel industry, points out (sarcastically) the “5 Customer Service Lessons from the Airlines” in Bnet.com. Basically, airlines have felt free to follow each other into treating the customer as an afterthought.
If you want to be leading on customer service, you should not be following poor examples of service. Just because the other guys are doing it, does not make it right. Instead, work on building your customer service.
Carol Tice gives some good tips on “How Your Business Can Build Customer Loyalty–and Profits” on Entrepreneur.com. She recommends the following:
- Answer customers as quickly as possible
- Be human
- Leave a good impression both on entering and exiting
To be a true leader is to cut the path, making tough choices in the interest of a greater good. Customer service deserves leadership.