Define Customer Service-customer Service Tips By Shep Hyken-stand by me shinee

Customer Service During a job interview do you ask the question what’s your definition of customer service? Do you know the answer for your organization? You should. Nordstrom, the world famous department store, became world famous due to their customer service reputation they have generated for over a century. Nordstrom’s twist on the familiar Golden Rule, “Do unto others as you would have others do unto you,” is in their employee handbook, in the form of their one and only rule, “Use good judgement in all situations.” There are many stories about Nordstrom’s devotion to service, but probably the most famous is the one about a customer who visited a Nordstrom outlet and demanded a refund for a set of tires. The store clerk explained that Nordstrom did not carry tires, however the customer insisted he had bought the tires there, after reading the receipt the clerk realized he had in fact bought them at the location, just before Nordstrom opened a store there. The clerk studied the receipt, thought for a moment, and then processed the refund! Whether the clerk was right or wrong is not an issue I want to debate, however I do want to point out that the clerk was making his best effort to embody Nordstrom’s customer service philosophy. So define what customer service means to you and your organization, and ask candidates to give you their definitions, so you can assess if their definition aligns with yours. Shep Hyken, CSP, CPAE is the Chief Amazement Officer of Shepard Presentations. As a professional speaker and author, Shep works with .panies who want to develop loyal relationships with their customers and employees. For more information on Shep’s speaking presentations, including his customer service speaking and training programs, books, tapes and learning programs please contact: Shep Hyken 314-692-2200 Email: [email protected] Copyright 2010 by Shep Hyken, CSP, CPAE and Shepard Presentations, LLC About the Author: 相关的主题文章: