Redefining Customer Service
Customer service is a phrase tossed around casually by just about every business, in just about every industry. But to the detriment of consumers everywhere the phrase has devolved into little more than a marketing buzz word devoid of any substantive virtue or meaning.
I endeavor to change that.
Let's begin by establishing what customer service is from an academic standpoint. Efraim Turban defines it in his 2002 book, Electronic Commerce: A Managerial Perspective, as “...a series of activities designed to enhance the level of customer satisfaction–that is, the feeling that a product or service has met the customer expectation.” (Told you I was going academic). This seems to me like a straight-forward and common sense definition, i.e., set specific expectations and then meet or exceed them.
However, I feel this definition is missing something essential. Confession time. I'm about to admit something that many businesses are afraid to: I'm not perfect. I can laud the technology and time I've invested into Travel Clean Express which allows me to provide you with the best wash experience you'll have anywhere (and I have
). I can prattle on endlessly about my business philosophy and passion for clean cars (and I will
). But to claim perfection, honestly, would be a slap in the face to my idea of customer service.
I have high standards for both myself and the services I provide for each of my customers. 99.99 percent of the time I succeed in meeting or exceeding these expectations. But what about that other 0.01 percent whose expectations are not met? Surely that's well within the statistical bounds of acceptable customer dissatisfaction, right? Wrong.
At Travel Clean Express, customer service means providing high quality wash services for you every single time. It also means that when your expectations are not met, I expect to hear from you. In turn, it is then my obligation and duty to make it right.
I work very hard to ensure that you have a pleasant and highly satisfactory experience every single time you visit Travel Clean Express. But I also recognize that your continued patronage is a reward for excellent service, which is why customer service to me means that when you visit Travel Clean Express, I have the honor and privilege of working to earn your business as if you were a first-time customer each and every time.