Delivering good customer service is a challenge. You can’t train people to do it. Sure you can train them in your software and provide the resources necessary for them to answer questions and guide better use of the software – but, you cannot train people to provide good service. Good service, I mean really good customer service, is something personal, it comes from within because it is what you believe.
I was reminded of this the other night when two of our help desk team were here an hour after we had closed for the day and switched to our after ours phones. Both had clients they were helping and wanted to stay here until the job was done. They were not asked to stay, they made the decision themselves. This is a personal trait, something no amount of training can teach. Either you put customers first or you don’t.
Right across Tower Systems we have people who who put in extraordinary effort above and beyond their defined roles. They do this our of personal commitment and pride. Sometimes I see this and other times I do not. When I do see it, I am humbled because here is an individual who could have left at knock-off time. Instead, they went above and beyond and without chasing thanks. Every day I am grateful as, I am sure, are our customers.