The Art and Science of Customer Service

“It’s not just about the people, but also the systems and processes in place. When art and science come together, magic happens.” -Dan Cockerell

Leadership and culture are the driving forces when it comes to creating exceptional customer experiences. Smart organizations know the value of a well-designed plan for their business. They can’t just open shop without a clear vision. It requires a savvy combination of the art and science of customer service.

Two great examples of well-designed customer service experiences are Athleta and Banana Republic. They’ve trained their employees to go the extra mile, offering options like checking other stores’ inventory for your desired size. It’s all part of a well thought out process in their customer experience plan.

No matter how great of a plan you come up with, consistency is key. It’s not just about hiring good people, but about creating a culture where everyone delivers exceptional customer service. For example, when you walk into Athleta or Banana Republic, you know you’ll receive top-notch service, no matter who’s working. Everyone is trained so that customers get a predictable experience.

Culture plays a vital role in customer service. It’s about how things are done around here. As a leader, you set the tone for your organization. Define the experience you want to create, plan it out, and make sure it’s consistently delivered. Ask yourself:

What is the service experience that you want to create?
How are you going to communicate it to your employees?
How are you going to create checklists and processes to make sure It is done over and over and over again?

Whether you’re a business owner, a department manager, or even an HR representative, think about the service experience you want to offer. Remember, customer service is both an art and a science. Plan it, communicate it, and create processes to ensure it’s executed flawlessly. Your customers will thank you through their loyalty.