Customer service is the art of building strong and loyal relationships between companies, customers and their employees; it is integral to sustainable business performance and vital to the long-term health of the economy.
However, it's no longer socially acceptable to deliver great customer service. In order for a business to succeed in today's highly competitive market-place you need to be continually delivering Outstanding Customer Service, which in turn builds credibility, trust and confidence, and that, in turn, can lead to long term customer loyalty. It costs far less to maintain existing customers than it does to create new ones, and most often, outstanding customer service will lead to existing customers spending more. Outstanding Customer Service at the heart of every business strategy saves money and increases profits.
As a rule, you'll find that customer service focused organisations are also employee-focused companies, thereby creating a better environment in which to work. One of the best examples of employee engagement is the John Lewis Partnership, which is 100% entirely owned by its employees or ‘partners’. NMP Live is proud to exclusively represent former Chairman of the partnership, Sir Stuart Hampson, who presided over the Waitrose and John Lewis retail group for 14 years. Sir Stuart's fundamental philosophy on employees is to "recruit for attitude, train for skills" - if you bring in people with the right attitude they can always be given the right skills and product knowledge. The same does not work in reverse if they are simply unable to relate to the customer.
A perfect example of an employee acting with their own initiative and outstanding customer service attitude is retold by Sir Richard Branson, ironically about a competitor: "A British Airways Executive Club passenger left his leather coat in the airport lounge. He rushed to the front of the plane and asked if he could get it. “Sorry, sir, too late,” replied a member of the cabin crew. “But don’t worry. I’ll tell the ground crew and they’ll have it sent to you". He was convinced he’d never see his favorite coat again. Seven and a half hours later, when the flight arrived in New York, an agent met him at the door of the aircraft with his coat. They’d put it on a Concorde flight that beat his slower 747 across the Atlantic! (Of course, BA can no longer do that, since Concorde is no longer in service) The airline could have put the coat on a later flight and the customer would have been just as grateful. But going the extra mile and delivering OUTSTANDING customer service builds massive customer loyalty and brand-enhancing benefits.” You can be sure that passenger talked up the airline for years.
No company, organisation or association can train its customer-facing employees to handle every situation, but you can strive to create an environment in which they feel at ease, comfortable and allowed to behave instinctively. Customer service begins at the top; if your senior people don't get it, even the strongest links further down the line can become compromised.
NMP Live presents a diverse and eclectic roster of boardroom executives, entrepreneurs and innovative business leaders from the UK and around the world - individuals that have build global brands from the bottom upwards, based on simple but core values of integrity, honesty and the passion to connect with people and build relationships.
To view a full listing of Customer Service Speakers please
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NMP Live Limited is one of
the UK's leading speaker bureaux and celebrity booking agencies. Providing after
dinner speakers, motivational speakers, conference speakers, keynote speakers,
awards hosts, awards presenters, conference facilitators, celebrities for personal
appearances, high profile musicians and pop stars, stand up comedians and headline
cabaret acts. NMP Live also secures celebrities and high profile media personalities
for product endorsements, PR campaigns and celebrity advertising campaigns. Non-representation: NMP Live Ltd is an independent bureau and does not act on behalf of the talent featured on this website, so our suggestions and recommendations remain completely impartial.
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