Customer Service!

This blog is about Business Best Practices and specifically about Business Analysis which is what I do for a living, but I expect to cover all kinds of topics that come up.

Let's get down to it, shall we?

Here's a draft of an article i want to write for a newsletter I'm putting together.

Customer Service

Most jobs can be thought of as customer-service oriented. We have deadlines and projects we need to meet and complete but many of us forget that these things are constructed by people.

And then we're given another task on top of what we have, and we holler, we complain (internally much of the time). we'll never get through it, we exclaim.

I think Tom Peters may have talked about this when he speaks of "A Brand of You." Treat yourself like your own corporation. Have excellent customer service. Treat your fellow co-workers as your clients.

"What's the best way to get something done? Give it to the busy person." If you're busy, chances are you're doing something right; You know how to get things done which bodes well for your career, wherever you go. But consider Customer Service: Many of us don't interact with the end-customer or client in our day-to-day jobs but it is possible to re-frame our jobs in a new way: We can consider ourselves a one-person corporation and consider everyone we interact with on the job a client of ours. Everyone knows that customer service and keeping customers happy is one of the primary aims of a company so with that picture in mind, how would you behave differently?

Picture this: You are juggling multiple tasks in order to get projects done. However, you're roadblocked on a few items because someone you've reached out to hasn't gotten back to you. One day goes by, two days, ... one week and so on.

Has this happened to you? We tend to think that when people don't respond to us, that no one but us cares. After awhile, we become disenchanted and slow and complain about beauracracy and large corporations. But pause for a second and take a look at how you operate. Are there tasks, phone calls, e-mail from people who are waiting on you to get back to them? I've found it uncanny how when I clear up my own queue of tasks in which I need to get back to someone (whether it's professional or personal) that something (or someone) I've been waiting on clears up all on its own and I can proceed with my 'real work'.

Also from a customer service point of view, just think that the time you take to help someone with their task will free them up to continue doing their job and for you to move on with yours. You've provided good customer service. This has the added benefit of good-will and enhancing relationships. It might mean taking a breath and biting your tongue and re-focusing; but putting your attention on the present moment and whatever the 'interruption' is can be a very positive thing. It also contributes to an improved perception of you by others. People will perceive you as crisp, on top of things, and attentive, all important and desirable characteristics for any employee. When you go out of your way for someone, it leaves a lasting impression.

This can be extended to beyond returning voicemail and e-mail. How about those tasks you've been putting off for the longest time? Getting to those "non-preferred" tasks will clear up the air, give you a sense of accomplishment and amazingly (in my own experience) open up other doors as soon as you're done with that other task. I call them 'just-in-time opportunities'.

We all know that relationships are one of the primary keys to having a successful work life and for getting things done. People you have good relationships with will continue to help you out and help you move forward in your career.



Organizational and Time Management