CSBC - Customer Service Lesson
Customer Service
Introduction:
As discussed in the module overview, bad customer service may negatively affect business operations and possibly even cripple or destroy a company or organization. Excellent customer service can make a company or organization stand out and experience an above average growth, due to customer loyalty.
Can you think of a company or organization that strives to provide the best possible customer service and reaps the benefits of customer loyalty?
For example, Chick-fil-A’s commitment to outstanding customer service pays off big time, according to the following statistics:
- Chick-fil-A is projected to become the third-largest fast-food chain in America in 2019, with 12 to 15% (over $1 billion) sales growth in 2018.
- Chick-fil-A does more business per store in its six-day week than McDonald’s does in seven, earning $4,090,900 per store on average, as compared to only $2,670,320 per store on average for McDonald’s.
By the way, at Chick-fil-A, CEO stands for Chief Encouragement Officer! Chick-fil-A management understands that superior customer service begins with employee appreciation. Happy employees who truly believe in the mission of their company or organization are much more likely to provide an outstanding customer service.
Visit the resources under the book icon to read more about Chick-Fil-A's service model.
In this lesson, you learned about the importance of active listening and not making assumptions in order to provide the best possible customer service.
In this activity, I will tell you a story. You need to listen carefully and cannot take notes. Once I finish the story, I will ask you a question about what you just heard. Ready? Let’s do it!
How old is the bus driver?
Answer: You are the bus driver!
We tend to concentrate on the numbers and details and often make assumptions and jump to conclusions about customer needs, especially if we have dealt with similar situations before. Listening actively and asking appropriate questions will help us to understand the situation and provide the best possible customer service.
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