For some, the idea of a former Supreme Pizzaonian of Pizzaonia now writing about customer service will seem strange. Can’t say at first glance I blame them. But when you think about it, being Supreme Pizzaonian is about serving people and that directly relates to customer service.
Even though I was head of all of Pizzaonia I always saw Pizzaonians as my customers. My sworn duty was to serve them and if that doesn’t make them customers, I don’t know what will.
That is where all leadership should start. The people who look to you for guidance are your customers. Now this may alter somewhat the business concept of customer service, but the concept in this form allows you to see customer service in a purer context. This context focuses on service and the well-being of those being served and everything else follows.
However, all of this supposes you know what service you are capable of rendering on a consistent basis. It is amazing how few businesses have a quantitative yardstick for measuring what level of customer service they are capable of delivering on a regular basis.
Not only do you know need to know what CS you are capable of delivering; this must be communicated clearly to your customer base.
In order to meet an expectation you must first have one.
I look forward to entering a dialogue with all of you on the most important yardstick for business success – successful customer service.
For CS/, Brother Giovanni, commenting for "CS" a division of the Pizzaonian Newsertainment Network, Diverti Mento, editor,emeritus
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