The internet has millions of links defining Customer Service. And, it seems like 99% of those definitions are from the viewpoint of the organization providing the service:
"Customer service is an organization's ability to supply their customers' wants and needs"
"Customer Service is a phrase that is used to describe the process of taking care of our customers in a positive manner"
"Customer service is a process for providing competitive advantage and adding benefits in order to maximize the total value to the customer" ...
And approximately 1% is from the Customer's perspective:
"A customer defines good customer service as how he perceives that an organization has delighted him, by exceeding his or her needs".
Isn't it ironic that the majority of companies define their service function not by what their customers expect, but what they, the company, believe to be correct? Well, regardless of the viewpoint, Customer Service really is about what each of us perceives, and then what we actually receive. No two people have exactly the same perception so perhaps no two people should receive the same Customer Service. In other words, since we are all individuals, shouldn't Customer Service be individualized? Here's a real life example:
My husband contacted the Corporate Office of a well known home improvement chain looking for an item which, apparently, was no longer available - anywhere. The Corporate folks directed him to the store manager, who in turn told him to contact the Corporate Office. After several more "dead ends", he finally reached someone in the Customer Care department. The individual was more than happy to do some research on the product and even went as far as to offer to bring it up in an upcoming marketing meeting. She told him she would contact him and also gave him her email address and direct line.
Not too long afterwards – she did call back. She told my husband that she had brought it up in their marketing meeting AND called around to several stores to see if they still had the item. Although she was unable to find what he was looking for, my husband felt that she went the extra mile for him. His perception was that he received good customer service.
At Aegis, we strive to be individualistic in our approach to Customer Service. Each call we receive is from an individual representing one of our many fabricator partners. We do our very best to recognize and relate to that individual—to understand the specific challenges they are facing and to arrive at the best possible service solution. We really do try to empathize and not just sympathize; to ask ourselves "how would I want this to be handled if the 'shoe was on the other foot.'" Hopefully, in doing so, our wonderful customers perceive just how important they are to us!
As your Aegis Customer Service professionals, Rachel Kaucher and I truly enjoy what we do and we hope that you perceive that every time you interact with us!
In conclusion, perhaps good Customer Service should simply be defined:
Customer Service? - "Delight me!"
Office Manager/Customer Service Representative