Good customer service is the same technical expertise combined with human relations skills

Like time, the customer service is something that "everyone complains, but nobody seems to do something meaningful about it."

Part of the problem is that when we say, "customer service", we mean different things. If we have not defined our terms, then we promote misunderstandings, conflicting rules, and inaccurate measurement.

In addition, we are less likely to have happy customers in a consistent and reliable, and we will miss opportunities to generate customer loyalty, repeat business and reference, and ever higher profits, assuming that these are our goals .

Let's start with the basics, a simple Economics 101 update, and go from there.

There is a distinction between the common place in the economy "goods" and "services". Our economy produces both.

Refrigerators, potatoes, tanks, pens and air conditioners are considered "property". These things, tangible entities that are easily observable and measurable.

Services include hair cuts, calculations your accountant and teacher lessons.

The American economy is said to be a mix of 70% services and 30% of the goods. Because of this proportion is lopsided, you can listen to broadcasters and commentators repeat the fact that "America has a service economy."

Being in a service economy is defined as at least 70% of us are directly, inextricably, and fully committed to our living in the provision of customer service - literally - a service to customers. (But if you ask most people "Are you in customer service?" They will say no, thinking you're referring to a specific department or a small business function.)

Although we are busy in the field of "goods" they say in production, we are still tied to customer service. Savvy economists point out: "There is no such thing as a commodity," never change a product or raw materials, which has no dimension of service attached to it.

Take copper wire. It must be delivered, revenue, financed, he said, and apologized for, if not meet certain requirements or specifications. The wire is not sold. People order entry, sales, and delivery persons must do so at the door of a client.

All these Helping Hands "to serve" - ​​add value to the wire, and their care to be part of the product being sold and bought.

The refrigerator that finds its way to our kitchens is also inventoried, displayed in a retail space or online, sold, financed, delivered on time or late. Refrigerators are bundled with future services, potential immortalized warranty, promises to provide customer support in case of drive failure.

What we think of as "Customer Service" is obviously a huge part of every business transaction you do.

There are two parts to a service actually provided economic: (1) competence and (2) Human Factors.

My barber needs a haircut in an acceptable manner, and will be available in time for my appointment. Reduced to essentials, which is part of the "competence" of his service, the satisfaction of which are the basis for bargaining.

But if he is a persistent whiner, and I had this time as a barber, then the "human relations" part of his service is lacking.

In this situation, I'm getting less than full value for my money. I expect a good haircut and a nice haircut. The service of Bare Bones, though technically competent, should be associated with the "good" customer, in this case a nice polite way of communication.

Typically when the reports of competence and human capacity are both present, customer satisfaction has been created.

We all had the experience of eating in a restaurant with great food but poor service. This is a classic approach-avoidance conflict. Sooner or later, we'll probably have to stop patronizing the place, unless they enjoy the abuse or if there is a secret satisfaction as the possibility of spotting a celebrity.

The dental hygienist who refuses to clean his teeth without giving a boring lecture about diet, brushing and flossing style creates dissonance of service and an approach-avoidance conflict.

The professor has experienced a sharp mind, but prefers, of course, to do research rather than student advisement service is also defective, incomplete, and mixed-signal.

If you take a flight from New York to Los Angeles, and somebody asks, "How was your flight?" Your response will be evaluated, especially, the service received.

Your answer could include three-dimensional evident: (1) The softness of the race, if there were bumps along the way and a hard landing or soft, (2) The general comfort occurred during the passage, have adequate space for legs, meals, and the nave easy access to toilets, and (3) serendipitous factors such as if you were next to a belt speed talker, who does not let you do your work or close their eyes.

These "service" the dimensions overlap.

Living turbulence, the pilot changed the flight paths for the air is definitely easier to serve, while acting with competence to avoid potential danger. His sensitivity to human factors, in particular empathy for the comfort of passengers, is notifying its decision to seek alternative routing.

The space for the legs and the number of lanes that are on board are determined by the airlines on the basis of a compromise between economy and comfort. They use larger aircraft, more comfortable? They squeeze out a line or two of the seats, making it all a bit 'less comfortable?

The cost of fuel could have spiked recently, so you are leaving the services in an effort to maintain profit margins. This seems to be a business decision, but it is inevitably a decision service as well.

Whether you're sitting next to blabber is not the fault of the carrier, unless the request has been moved to another place is not busy. Then, if you are unnecessarily denied a change, this becomes a problem of service for which the airline is responsible.

There is a parent traveling with small children in tow have easy access to a diaper changing station in the toilet?

An airline "service" includes aspects even more.

"Service" begins long before the flight takes off, most likely with a memory favors on a flight before it took, or a friend or colleague who took the carrier or another. If the transport has been uneven, less than satisfying, or too costly, then these perceptions will contaminate promotes customer expectations.

A journey in bad conditions can lower their expectations, making it easier to meet her this time, or may work in the opposite direction, making his hyper-critical, reducing its fuse.

And 'the passenger can book a reservation with relative ease, obtaining facilities for the dates you want and more at the most convenient?

There are reservations or travel agencies pleasant and easy to communicate? It was fast and hassle-free online booking?

So far, we can see that the service is universal, everywhere, is essential.

Yet, there is a shared perception that customer service is an option, an extra, non-negotiated for a "favor" that a company provides to its customers.

"I am a great lawyer, so there is no need to be beautiful," goes the thinking.

Do you know the number one reason lawyers sued for malpractice? Do not communicate effectively, you usually do not return phone calls in a timely manner!

"Be grateful you are to arrive at their destination safely," is increasingly the message of the airline passengers.

In other words, if we are competent, that is service enough. Do not you hear the mandate of the mission, once played very often, plus:

"We are here for your comfort, and if there is anything we can do to make flying more comfortable, do not hesitate to ask."

But believers in the concept that is able to satisfy customers that they are competent, but unfriendly, you are kidding, as well as those who believe it may be a fool fascinating, technically inept, and prosper in the long run.

Comprehensive customer service requires technical competence and adequate human relations skills.

We need both, always have and always will ....