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Customer Service
Posted 11/4/2011 Updated 11/4/2011
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Commentary by Chief Master Sgt. Thomas Shumpert
35th Civil Engineer Squadron chief
11/4/2011 - MISAWA AIR BASE, Japan -- Great customer service; what is it, how is defined, and how is it measured? On any given day these can be very tough questions and unfortunately, customers sometimes feel like they received just the opposite. According to Turban et al. (2002), "Customer service is a series of activities designed to enhance the level of customer satisfaction - that is, the feeling that a product or service has met the customer's expectation." Our Air Force revolves around providing products and services daily, so it's very important to meet or exceed customer expectations. Below are a few helpful tips to help you provide outstanding customer service.
First, know your product and understand your process. Customers often get frustrated when processes aren't clearly defined or if the process changes often. Know what products/service you are offering back to front. In other words be an information expert. It is okay to say "I don't know," but it should always be followed up by "but let me find out" or possibly "but my coworker knows!" Whatever the situation, make sure you don't leave your customer with an unanswered question. If changes occur in your process or products, take time to train and educate the staff on the changes. This will increase your worker's confidence and ability to do the job as well as decrease customer complaints, we all like to know what to do and how to get it done.
Next, you need to know and understand your customer's expectations. Are they expecting payment for a completed travel voucher, a medical appointment for a sick child, or a repaired shower or toilet? In either case, by knowing what end-result they seek will help you take care of their needs. If there's others involved in the process outside of your office refer to tip number 1. In most cases customers are typically happy and satisfied when you complete your step and guide them to the next step in the process. Frustration usually occurs when unannounced obstacles or roadblocks occur in the process. Knowing your product/process and understanding customer expectations are very important attributes of great customer service but without the final ingredient you fail.
The final step is good communication. You must be able to positively and effectively talk to your customers. Most of the communication that we relay to others is done through body language. If we have a negative body language when we interact with others it can show our lack of care. Two of the most important parts of positive body language are smiling and eye contact. Make sure to look your customers in the eye. It shows that we are listening to them, not at them. And then of course smiling is just more inviting than someone who has a blank look on their face.
Now you are armed with a few tips to improve customer service in your organization. Know your products and processes, understand your customer's needs and expectations and finally, remember good communication is key. Try these few simple tips and see if your customer service improves. You can also research the library and internet for additional information.
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