This morning I was fortunate enough to attend a talk by Dr. Larry Golson of Envision Eye Care on customer service. His talk centered on how
customer service is more like a continuous process of improvement and creating a customer experience, rather than just serving the basic needs of customers.
Anticipation of needs, attending to every detail of the customer experience and building rapport were at the heart of it.
I recently heard that our economy has moved from being product centric (with focus on the product), to service-centric (with focus on a product that’s delivered with excellent customer service), to now being a customer experience economy (with focus on product, service and leaving a lasting impression of the overall experience in the customers mind). Disney World and Southwest Airlines jump to mind as organizations that walk the talk in terms of creating lasting customer experiences and high levels of customer retention. They attend to customers’ basic expectations, and then willingly and regularly go above and beyond to deliver service better than what was expected.
Aspire to your highest level of customer service and then improve that.
It makes the world a better place to shop and be.
Author On Twitter: @integritiveJM
Chris,
Great comment – could you send information on that training?
I’ve been reading books on Disney’s philosophy of customer service and experience and would like to attend a seminar at the Disney Institute one day, but the Ritz-Carlton training sounds great too!
Cheers,
John
I to was fortunate enough to attend the same meeting as John. I was so glad to hear that Dr Golson has the same philosophies as myself when it comes to customer service. I was so suprised to hear that Dr.Golson had attened the Ritz-Carlton training, as I have also had the same opportunity. The time spent with the Ritz-Carlton trainers was probably the highest level of customer service training I have ever received in my 22+ years spent as a business owner. One of the key thoughts I brought away from that training was just a small snippet with powerful meaning: “WE ARE LADIES AND GENTLEMEN SERVING LADIES AND GENTLEMEN” – kind of sums it all up. After this impressive customer service based visit, I’ve scheduled myself for an eye exam next week.
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