Consulting My Inner-Customer

Although I am a professional in the Customer Service field and a Support Coordinator at Sundog, I too find myself on the other side of the phone as a customer sometimes.  As a customer, I am not immune to long hold times, unhelpful staff, or continual transfers to “the right department.” These humbling experiences force me to step back and re-examine the qualities my “inner-customer” is looking for.

First and foremost, my inner-customer wants the issues resolved.  Whether it is a problem that needs resolution, a question that needs an answer, or a walk through of a process, customers want results.  There is only so much patience for a process that preludes the result, and I often find myself wanting to quote Nike’s famous tagline “Just do it.”

Resolutions are important, but my inner-customer asks that they are delivered in an efficient and friendly manner.  I want my problems solved and questions answered, but I also want to be treated like a valued customer.  Too often, I am lectured or not given all of the information I need.

If the first and second requests are met, there is a third item my inner-customer does not require, but still desires.  My inner-customer wants fanatical, exceptional, customer service.  This kind of customer service can resolve my issues in an efficient and friendly manner, but is also able to determine what makes me tick as a customer and leaves me feeling like I am truly a valued customer. 

My experiences as a customer have definitely helped me as a professional in the Customer Service field.  I would recommend anyone working in this field could benefit from consulting their inner-customer once in a while.