Service excellence is built around a series of 'moments of truth' that your customers experience during their interaction with you.
Every person in the organization, even those you may not think of as customer service personnel, has the ability to make a positive impact on service excellence.
From the way the telephone is answered, use of voice mail, error-free orders, accurate billings, realistic promises made and kept, to the integrity of the information you provideľthese are all moments of truth affecting service excellence. You, however, are on the front line and the first level of "offense."
You are the customer's primary contact, and customers expect you to help them do business with your company and make it a pleasant experience. They also want you to solve problems and coordinate with other people and departments.
"What's the reason for the price difference between this order and my last one?"
"Who should I talk with about a billing problem?"
"How should I handle this return?"
"Do you have a catalog you can mail me?"
"Can you send me a sample of that?"
"Can I get freight paid on that order?"
These are all questions you're expected to answer. Quality thinking means focusing on the customer's needs and making sure those needs are met.
Rick Johnson, expert speaker, wholesale distribution's "Leadership Strategist", founder of CEO Strategist, LLC a firm that helps clients create and maintain competitive advantage. Need a speaker for your next event, E-mail rick@ceostrategist.com. Don't forget to check out the Lead Wolf Series that can help you put more profit into your business. 
