Believe in the Power of Positive Service Experiences


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One day you will begin to believe in the power of positive service experiences. That day everything will change.

The cynics denounce the power of experience without justification. Too many point at the failures of thinkers who have never actually done, or doers who don’t really think. The truth about positive customer experiences is based on evidence of things actually seen.

In turbulent business times, when the very foundation of how organizations have approach client relations in the past is shaken, experience leaders need to move beyond their confined roles, trendy fads, and simplistic solutions. The need to preach what is real and what is proven to be successful in working with customers. By engaging in a person, bold way within their organizations, they can win the support and approval of those whose buy-in is requires in order to achieve transformational change within the organization.

“Everything you will ever do as a leader is based on one audacious assumption. It’s the assumption that you matter.”

-Kouzes and Posner, The Truth About Leadership

4 Myths of Customer Service Change

1. Hope for change.

Hope is always necessary, but without accompanied action, hope can’t change anything. Only setting your mind upon what could be and believing that it can be achieved along with hard work towards that goal can real change take place.

2. Difficult things need change.

Not all difficulties in life are necessarily bad. It’s through many of our biggest struggles that we often learn our true character and see the greatest amount of growth. Not all things that are hard necessarily require that they be changed.

3. People need to change.

Service is an intensely personal experience and even in automated fashions include an element of personal touch that creates an exceptional, welcoming personal experience. Our individual differences should be celebrated and allowed to be expressed as long as they are positive towards building the customer experience. People must be converted to the service mission, but personalities, unless they are detrimental to customer relationships don’t require conforming or change.

4. Change to be like others.

Many organizations have created a culture of service and see massive customer success from the widespread adoption of a customer service experience mission. But these organizations do so after understanding their customers. Once you know your customers, then you can mold your service experience approach around the specific hopes, wants, and needs of the customers you serve.

What You Believe Matters

Belief in your mission is critical to future success. Choose to believe in something that really matters. Something that is essential to you and your customers. While your contributions to the cause may not always be perfect, each worthy effort you make will be another puzzle piece that helps to solve the bigger problem. Ever step towards progress ignites greater belief in your cause.

Believe that service matters. When you undertake service actions, believe that the work you do will impact the life of another. Don’t give in the the thoughts of self-doubt, answer self-doubt by serving and meeting the needs of those who look to you for solutions.

Recognize small victories. Hour-by-hour, day-by-day, year-by-year. Small and long journeys are all made up of individual steps. Transformational service experiences are built by the customer experiences given by those who serve.

Republished with author's permission from original post.

Flavio Martins
Flavio Martins is the VP of Operations and Customer Support at DigiCert, Inc., a leading provider of enterprise authentication services and high-assurance SSL certificates trusted by thousands of government, education, and Fortune 500 organizations. Flavio is an award-winning customer service blogger, customer service fanatic, and on a mission to show that organizations can use customer experience as a competitive advantage win customer loyalty. Blog: Win the Customer!


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