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Thoughts from Vacation – Everyone is in Customer Service

As part of the on going series of things I took the time to notice while away from work and computers for a couple of weeks, I want to talk about cruise ships. Namely, I want to talk about the people who work on cruise ships, because no matter what your job title might be on a cruise ship, your number one priority is making sure your passengers have everything they need. That means that, even if you’re “just” doing laundry or stocking one of the bars, or any number of other behind the scenes types of duties, you should always be aware of any passengers around you, and make sure you greet them in a friendly manner, and are responsive to any requests that they have.

Customer ServiceI found this to be an interesting dynamic. Cruising is a highly competitive industry. I mean if you want to take a cruise in the Caribbean or Mediterranean, for example, there are a ton of options for you.  It’s not like only one cruise line can take you there, and it’s not like you don’t have a ton of different options for your itinerary. There’s a high probability that aside from schedule and ports, the deciding factor for which cruise line you choose is going to be which one you trust to give you a good experience. And, once you do have a good experience on one cruise line, you’re very likely to stick with them. So, there is a lot of pressure to make sure passengers are having a good experience, and the responsibility for that goes all the way through to every member of the crew.

I’m not sure that other industries quite understand that they are, as well, in the business of making sure their customers come away with a good experience. Far too often I’ve heard people who work behind the scenes in law firms, or technology companies, who really don’t have any idea who their customers are, or what kind of experience they are getting. That’s someone else’s responsibility. I’m here to fix the computers, deliver the mail, write the code, I’m not responsible for customer service.

Yet, you are. If you write code that doesn’t work the way a customer expects it to, you’ve just failed at providing customer service. If you are unorganized about getting the mail to the proper person who can get your mail and handle it correctly, or you’re lax in keeping technology running, thus preventing your attorney from responding to an email you are responsible for a lack of customer service.

Heck, if you just aren’t providing a friendly greeting to customers in the hallways or meeting rooms of your office, you’re missing out on the chance to improve their customer experience. Your organization exists to give your customers an experience that makes them want to pay you. If you don’t see providing customer service something that every single person is responsible for, someone else will be giving them a better experience very soon.


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