Are You a Customer Service Closer?

Great service providers are closers.  Closers get things done for customers.  Too often customers witness service people who focus only on doing their task without regard to the customer’s objective.   As long as they can “check the box” that their part of the service chain was done, they seem indifferent to the overall result.  Closers, on the other hand, care about outcomes, not about checklists.   Activity is a means to an end, not an end in itself.  Procedures are guidelines for accomplishment, not the goal itself.

Erik Becerra, team leader for AMEX World Service in Mexico City, had a card member request a supplementary card for his wife, who was about to travel from Mexico to the United States.  However, the card was not going to reach her in time for her early morning flight.  Erik spent hours trying to arrange a same-day delivery, even consulting with contacts at connecting and destination airports to see if they could serve as pick-up points.  Nothing was working out.  So, Erik drove three hours to the card member’s home to personally deliver the card at 2:30 a.m. the morning of the flight.  Not surprisingly, the president of American Express Mexico received a letter from a very happy customer.  That’s a customer service closer!

What can you do to “git ‘er done” as comedian Larry the Cable Guy likes to say?

About Chip&John

Chip R. Bell and John R. Patterson are customer loyalty consultants and the authors of several best-selling books. Their newest book is "Wired and Dangerous: How Your Customers Have Changed and What to do About it."
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2 Responses to Are You a Customer Service Closer?

  1. Customer service is everyone’s business and the quality of customer service has become more important. Your brand is created out of customer contact and the service your customers have from you.

  2. Another simple, but elegant post from Chip and John! The story about American Express was a wonderful example of Chip and John’s concept of the “customer service closer.” In far too many transactions, front-line associates only think about the moment, and not about the future. Loyalty is built one transaction at a time and American Express does an excellent job of making customers feel welcomed, important and appreciated on every encounter. Chip and John are so right that too many associates just want to “check” the box to finish their task and don’t have the customer’s ultimate goal or satisfaction in mind. Richard Shapiro, The Center For Client Retention @richardrshapiro

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