In service there is only one boss…..the CUSTOMER.

Service excellence goes beyond smiling, friendly front liners. It is embedded in the organization’s culture. It stems from how each employee value her contribution to customer happiness regardless of where she is in the organization, whether it be in the front lines or in the back office.

Service excellence also shows in how aware employees are of their responsibilities to the customers and how empowered they are to make a difference. In service, there is only one boss, the customer. And he can fire everybody in the company from the chairman down, simply by spending his money somewhere else.

The single most important thing to remember about it is that there are no results inside its walls. The result of a business is a satisfied customer.

What are the secrets to maintaining high levels of customer service excellence? Why is service excellence important to the long-term success of any institution, whether business or non-profit organizations? How can we as individuals or as a society be of better service to others?

First, there should be sincerity — good customer service has to come from the heart in order for us to take care of the clients well.

Second, you have to always think of what the customers want, anticipate what they need and think as a customer does.

Third, always be available to your customers (specially during critical times), because you can be very sincere, but if you’re only available Mondays to Fridays during office hours from 8 a.m. to 5 p.m., then that is not service excellence.

By:      Virginia N. Magdolot, CPA

           Director for Finance

           Davao Doctors College

           November 28, 2011