This is the eighth post in a series on “Creating Your Own Customer Service Course.” See Part 7: The Down and Dirty, here.)
At some point in the course you need to discuss how you will meet or exceed customers’ needs. That means before you build your course, you must have a clear understanding of what “meeting” a need is.
The American Cancer Society has had a call center for more than 10 years. From day one, it has been known for its exemplary customer service. In the early days its slogan was, “Exceed The Need.” To measure how effective the Cancer Information Specialists (CIS) were, feedback on their calls was divided into three categories:
- Failed to meet the need
- Met the need, and
- Exceeded the need
In their initial training they were given examples of each. On a regular basis their calls were monitored and they were graded in the same way.
In our course we provide examples of each of these categories. We provide two scenarios, one for internal customers and one for external.
We also allow time for discussion so that everyone understands the concepts.
What we like about these three categories is that they’re easy to remember, easy to provide examples for, and therefore easy to teach. You can also easily design a feedback mechanism to measure how well people do in actual situations.
But whether you use these three categories or different ones, the key point here is that this section of the course must clearly state what it takes to meet, exceed, or fail to meet a customer’s needs.
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PS: If you didn’t know this, the American Cancer Society’s National Cancer Information Center mentioned above can answer nearly every cancer-related question. They’re open 24 hours a day, seven days a week. If you’re in the USA and know someone who has a question or a need related to cancer, dial 800-227-2345.