We all know that customer service is a simple thing that makes a big difference. Many companies profess to have “Great Customer Service” or “The BEST customer service in the industry!” But, what really is great customer service and how can it be attained? It starts with taking ownership!
In this case, taking ownership means to declare and take on the responsibility of servicing the customer. Likewise, it means to be accountable for carrying that responsibility out. When everyone buys-in mentally and has the mindset of putting the customer first, taking ownership happens at every level of the company…from the guy in the mailroom to the President in the corner office.
I recently read an article about the Walt Disney Company and one of the points in the article was about customer expectations. It said, “It’s important to remember that it may not be your fault, but it is your problem.” Wow!! Wouldn’t it be great if every person working in the service industry strived to attain this level of customer service?
That’s where taking ownership comes in. If a problem hits your desk, take ownership and strive to solve it instead of looking for someone to blame. That’s how you obtain “Great Customer Service.” Going above and beyond, taking the extra step, and doing whatever YOU can do to meet the customers’ needs and expectations. No one is able to solve every problem, but can you do something to make it better? Yes, you can! Own it!
“A little consideration…a little thought for others, makes all the difference.” – Eeyore (Winnie the Pooh).
Here are some links to a little more inspiration from Walt Disney:
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