I came across two recent examples where providers of a service were thinking more about themselves rather than the customer. This goes against what I believe constitutes excellent customer service, and also my interpretation of what best practice operating models such as ITIL stand for.
The first example is work related. The introduction of a new service was being planned to be introduced which would have made life easier for the service provider by reducing their admin and putting the onus on the customer to do some work. Now in principle, there is not necessarily anything wrong with that but in this case, it would have resulted in the customer having to access two different systems to fulfil their order which would have inconvenienced them.
The second example is the dry cleaners that I have been using for several years. A few weeks ago, they started clipping yellow information sheets to a shirt’s label. I understand why they are doing, it is so that they can keep track of the shirts but the issue for me as the customer is that I have to use scissors to cut their labels off before I wear the shirt. Although it is a small thing, it inconveniences me (the customer) and a better model which would have been just as easy to implement is, to simply clip their yellow sheets to the polythene sleeves that they put over each shirt.
I would advocate that at the core of all of the work that we do, being Customer Centric has to be a key guiding principal. When, introducing a new service or a project, I’d suggest that we should all put ourselves in the shoes of the recipient and question whether we would be happy with it? Could it be better?
As a second guiding principal, I would suggest that if a change is being made to an existing service, the supplier must ensure that there will be no degradation to the service or how it is provided and therefore the customer must not be any worse off. Do you agree? Do you have examples of excellent service where the customer is centric to its whole end-to-end delivery?
Feedback and comments are always welcome!
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