Situation: A CEO and his team have been having a debate about the difference between customer service and customer satisfaction. How do others work with their teams to improve both customer service and customer satisfaction? Is there a difference between the two and, if so, what is it?
Advice from the CEOs:
- Customer service has to be clearly defined.
- The objective of customer service is for the customer to have a positive experience.
- Customer service is addressing the needs and concerns of your customers in a timely fashion to create a competitive advantage and higher perceived value for a company’s products or services.
- Customer service is a process that can be taught and trained.
- Customer satisfaction has to be measurable.
- Customer satisfaction is listening to what the customer has to say, addressing their issues, and providing a resolution that meets their needs and expectations.
- It is a measure of comfort, confidence and trust.
- There is a difference between being proactive and being reactive – work with each to assure that the customer is pleased with their experience, product and/or service.
- To test this, record and analyze responses to the question “How did we serve you?”
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