Pillars of customer service are an integral part of effective, individual service interactions. Our service pillars are the human, business, and hidden dimensions. Every customer interaction has aspects of each dimension. We coach our team to demonstrate these pillars in each customer interaction.
The Human dimension
is the individual human need expressed by the customer. Generally, these needs are associated with feeling
respected, appreciated and valued. Recognizing
the human need is key to managing this dimension appropriately. The business dimension is the customer need for
products or services offered by our company. Meeting business needs requires
responsive and accurate execution. Lastly,
the hidden dimension is the behind-the-scenes elements of an interaction. Resourceful management of this dimension creates
a seamless and effortless customer experience.
Leading the
three dimensions requires full and focused presence. If we neglect to manage any of the
dimensions, the service experience is compromised.
Your
organization may have a different definition of the pillars of customer service. However, it’s universally important to build
the pillars on a foundation of empathy. Those managing customer interactions must have
the ability to be sensitive to the customer’s needs, and put themselves in the
customer shoes to create positive, memorable experiences.
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