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Show the Value of Customer Service Career -- Customer Servings #41
May 16, 2007
May 16th, 2007
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Hello!

Superb customer service is key to make loyal advocates out of your customers.

In this issue:
1. How to show the Value of a Customer Service Career
2. Book Review: the Fred Factor by Mark Sanborn (audio-version)
3. CustomerServicePoint.com Info

How to show the Value of a Customer Service Career

Recently I received this question on showing the value of a call center career or customer service career from one of our newsletter subscribers.
 
"I was hoping you could help me out with my question and maybe some information?

"What I am trying to achieve is to educate customer service representatives both current and in the future, to see customer services as a career and not a stepping stone for something else. 

"As you would be aware that it is vital to have a good team within your company, and we have built our reputation on this fact with our customers.  I am trying to portray this role as a vital position within in our company and should be looked upon as a professional career, not just a job.

"I am hoping you can help with idea's, information, what ever you can to help me with my research."

I think this is a question that everyone who is trying to build a team of professionals to be that vital (indeed!) face to the customer is struggling with. No matter how you twist and turn it, the reality in many businesses is that customer service is not the place to search for a career. In fact, it's often seen as a cost center, likely to be outsourced sooner rather than later.

Unfortunately, because of this there is a strong perception amongst workers that customer support is either an entry level job (indeed a stepping stone for something else), or a good place to be if you have no career ambition whatsoever. As a result you attract people who are either not interested in customer service -OR- not interested in a career. Or both (ugh!).

How to change this around? (Read entire article)

 

Book Review: The Fred Factor by Mark Sanborn

Life is so busy these days, that I now prefer to listen to books while I'm comuting. The other day I listened to "The Fred Factor" by Mark Sanborn. This delightful book is about a postman who has decided to make other people's lives (plus his own!) much better by being exceotional at everything he does. Delivering mail.

Mark Sanborn has witnessed the joy of life this man has, and the joy he has brought to others, and started noticing that there are many more "Freds" amongst us. People who have found the joy of helping others, anyway they can, and beaming with life. Essentially this book is about introducing this helpful attitude in your own life, inspiring others with it, and how to find more Freds around you.

I really loved the message of this book, as it shows the exact attitude that is needed to deliver exceptional service to your customers. Highly recommended.

The Fred Factor: How Passion in Your Work and Life Can Turn the Ordinary into the Extraordinary (Unabridged) (Audiobook version at Audible.com)

 

CustomerServicePoint.com Info

In the previous edition of Customer Servings, I've made you aware that the e-book I contributed to ("Make Your Content PreSell"), on writing to communica can now be downloaded for fr/ee. I've added it to the Member Info Point, where you can access all the goodies I make available, in case you missed it! 

Random Thoughts - Customer Service Point Blog
Whenever we find something of interest (and time permits!) we make it available to you on our blog. Please don't be shy, and leave a comment... it doesn't matter if you agree or disagree!

Recent entries:
16-5-2007 16:02 - Emotions behind Choices (short presentation I made on video)

30-4-2007 11:36 - A friend of mine created these great audiobook series...

And these had the wrong link last time around (sorry!)
18-4-2007 15:39 - Best Price AND Great Service: How often does THAT happen?

23-4-2007 11:36 - Friction theory revisited: A real life example of service gone bad

Customer Service Posters
Get your customer service posters from AllPosters.com.

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Customer Servings is the newsletter for www.customerservicepoint.com, your resource on improving customer service. The newsletter is sent at irregular intervals.

Customer Servings is for you! If you have any suggestions for subjects you would like to see in future issues, or have comments in general on Customer Servings or Customer Service Point, please contact us. We welcome your remarks!

(C) 2007, Erwin & Marjan Steneker You may use original articles in Customer Servings, if you attach the following bio (including the link): Erwin & Marjan Steneker are passionate about good customer service, check out their website at http://www.customerservicepoint.com/
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