Providing Customer Service

[eturtle]

I have a new manager, we sat down to discuss his "style" and his main comment was for me to provide excellent customer service but I only work for him and support a group.  What would you think is my “customer service?”  I need to come up with a response for what I think that is in my position and how I plan execute a personal customer service plan by our next Monday meeting.

I have a few ideas, provide quality work, respond efficiently to the staff, but would love to hear what others think for those ideas that I am not thinking of.

[matg]

Hi eturtle,

This is a really interesting topic.

Customer service is not limited to external customers.  Your manager and the support group are internal customers, but customers nonetheless.

It sounds silly but try to think of yourself as a business - the service you provide should be based on your own 'mission statement' or aims and objectives.

You have some good ideas about the kind of service that you will be providing - quality work, efficient responses etc.

I have never been asked to put together a personal customer service plan, but as an example I would use something along the lines of:

It is my aim to be an outstanding Executive Assistant and help ease the workload of my principals by providing effective secretarial support and dealing with a range of administrative tasks.

I will achieve this by managing and supporting the business commitments and business stakeholder relationships – both internally and externally, and will proactively represent the organisation’s wishes accurately, authoritatively and persuasively.

I will work closely with my principals and the wider-team to advise on the substance and handling of new or ongoing office management issues, developing solutions and proposing ways forward where necessary.

I don't know if this helps at all.  I'd love to hear how you get on though.

All the best,

Matt

[gee4]

I always get asked this at interview.  Matt is right.  We provide a service and our boss, his team etc are the customers.  If you think of it that way, you should be able to come up with more suggestions although it does seem a bit extreme to have to document it all.

PS.  Matt how did interview go?  I posted to your original posting, but no reply yet.

[Cathy S]

Emily this is a small example which came up today - it might not be directly relevant but it has parallels with other tasks.

I was cover on Reception when a senior staff member came to get a laser pointer - he made a comment to his colleague that they had better take two or three "... because they are usually low battery and don't work ..."  I e-mailed the Admin Manager suggesting that (whilst we all know the best option is for the user to collect it early and check it works) Reception staff should add an extra fresh battery to each case and keep a handheld battery tester to check as each is returned.  It is a very small thing to do - but doesn't it make a huge difference to the customer?

So you could make that a general customer service goal - all battery powered kit in the office will be checked and replacement batteries stored with items as appropriate so as to provide continuity of service.

[eturtle]

The meeting went great.  I do hope this thread continues and you others do think of their work quality and providing their customers (boss, co workers) excellent customer service.  It is a really good way of benchmarking your personal performance.

[peaches2160]

In my almosst 30 year career, I have been trained in "customer vision" - seeing the situation and outcome through the customers eyes.  It is based on the premise of "do unto others as you would like them to do uno you'.  There are times when you know a specific customer or boss prefers things done a certain way.  Just do it.  Be pleasant, and go the extra mile whenever possible.  When you are up against someone that you do not particularily enjoy dealing with, kill them with kindness, no matter how hard it is.  Have a smile on your face and in your voice.   (Althought I realizze this is not always easy)  I had a boss early in my career, who would always answer her phone "Hello", (address their name) "What can I do for you today"?  It stuck with me and I find myself doing that now.  It sets the tone and shows you are willing to help.  Take ownership of a situation or task and do your best.  Go the extra mile.  Always follow up, especially with external customers, to make sure their issue or problem has been resolved.  This is especially important when an issue has had to be referred or delegated to someone else by you.  It shows you have taken ownership and even though you were not able to directly fix the problem, you have followed up to ensure they are taken care of.

Just a few tips