X-Service Provider or Excellent Service Provider..Our Choice

X-Service Provider or Excellent Service Provider..Our Choice

As customers, we long for the days when trust and personal commitment were a matter of pride. We miss the quality of care that made us feel special and important. We miss the respect that was a given. We miss the excellence that was directed toward the product we purchased, and we miss the obviouspride that was evidentso much so, that we often refer to those times as 'the good ole days.'

In today's market, it is not uncommon to receive less. It seems as though we almost expect to receive less; lessrespect, products that don't meet their own quality standards, along with less than acceptable service and more hassle. And somewhere along the line, as the song goes, we have lost that loving feeling, and that is not alright!

I used the phrase "that loving feeling" because any organization that promises excellence must first educate their employee base to the fact that excellence must be demonstrated on an individual, one-to-one level. That's where customer service becomes service excellence. It isn't excellence simply because you provide a product or service. Excellence happens when the feelings of the customer are taken into considerationand validated, which is not something that comes easy for many people.

Service Attitude

Both excellence' and mediocrity' are driven by our service attitude. It is the face we put on our service that reflects our attitude about the interaction. We either generate or erode trust with every interaction. So our actions become the true mission statement, regardless of what is printed in the hand book. There isn't a company anywhere on the globe that does not want people with the ability to demonstrate care to their customers. The anonymous slogan: "People don't care how much you know, until they know how much you care" is true. So, the objective or action side of the excellence paradigm reveals our service attitude, and represents how' the service was rendered.

Service Orientation

This is the side of the service excellence paradigm that many individuals and corporations struggle withthe subjective side. Because it is subjective, it relies on perception, or on how a person feels during the exchange. With perception, my truth is what I believe it to be. So let's say that two employees are having difficulty getting along with one another. The one considers the other inferior and inefficient. When the time comes to serve customers, the perceived inferior employee acts out his co-worker's belief, and guess who loses and receives substandard service? You're rightthe customer. And guess who else loses? Everyone in the company along with the company's reputation!

The same applies the other way around. You have an employee who serves with excellence with every opportunity. The customers are happy and guess who benefits? Right againeveryone in the company, along with the accolades of a great reputation.

What we're talking about here is not rocket science. It requires us to go back to basics. Back to common basic life rulesback to the sand box. The place where we learned common courtesies, like: please, thank you, excuse me. The sand box was a place where we always put our best foot forward and conducted our behaviors with respect and friendliness. In other words, we did it with heart and demonstrated care.

My feeling is that service excellence is still alive and exists in every organization.Wecan always find a remnant within the ranks, and whenwe do,we're thankful because those are the individuals who respect and represent their company, and care for their customers. Excellent service provider or X-service providerour choice!

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