Does your Customer Service measure up?

Jan 15, 2011

Have you noticed how many companies have recently launched ad campaigns touting their excellent customer service?  It wasn't that long ago that everyone provided good customer service as part of their daily operations; without conscious thought or extra effort.  It was assumed, it was expected, and it was a minimum requirement.  These days, it seems that consumers are somewhat pleasantly surprised and mildly excited when they realize that they've actually encountered someone who has helped, listened, or simply done their job well by providing good service. When did good service become a bonus?  When did good manners go out the window?  Good customer service should be the foundation of all businesses and this notion of "pay it forward" shouldn't be such an anomaly.  It's time to re-address what it means to be a well-mannered person who not only treats others with respect, but provides the highest standard of quality service.  Are your co-workers and employees representing your organization with the standard of excellence you and your customers expect?

Keep in mind, there's no better, FREE way to put your business above the others than to provide good customer service.  We've always believed that customer service in the disability claims world starts with the claimant - the customer.  It is the only real opportunity a carrier/TPA/employer is able to directly communicate with the customer.  You, too, can rise above and be a hero in this age of mediocre service:

  • Live by example.  Does your staff see you giving good customer service?
  • Good manners go a long way in providing good service.
  • Your staff's customer service skills or lack thereof directly affect your bottom line.  Are they inviting your customers to give you repeat business or to go somewhere else?
  • Thank your repeat customers.  Without them you're out of business.
  • "How can I help you today?"  Make your customer feel like you are willing to address their needs.
  • Admit to your customer when you've made a mistake and be able to apologize for it.  This builds your credibility and trust factor.  It also makes you human.
  • If you have your customer's email address, send them a thank you note.  Tell them you appreciate their business.

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