One of the best ways to understand how to develop and to ultimately manage "good" customer service skills is through evaluating your own experiences as a customer. All of us, at times, are both a customer and a customer service provider.
Think about a recent experience as a customer. For example, perhaps you purchased consumer goods at a store or you found it necessary to return merchandise. Perhaps you visited a local restaurant or contacted a help desk for technical support.
- Identify the firm and its core business.
- Describe the situation. Was this situation an incident, a problem or a request?
- Did you interact live with a Customer Service Representative (CSR)?
- Did you use any self-services?
- What were your expectations? Did the CSR set your expectations or were you left to set them on your own?
- Were your expectations met?
- What did the CSR do well? For example, did the CSR demonstrate a "can-do" and caring attitude? Did this CSR go the extra mile for you? Did the CSR take ownership of the situation?
- How could the provider improve?
- What are your conclusions? How did the service impact you as a customer? Did you feel valued?
- If you were the manager, what steps would you take to improve customer service and support?