A Common Service Language – Essential But Uncommon

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A common language enables effective coordination of action.
Software developers use common terms, like bug reports and freezing code. When new software comes out, they say the old one has reached the “end of life”.

Insurance agents also share a common language. They use terms like persistency, premiums, waivers and exclusions. When their customer reaches end of life they say “the death benefit is now available”.

Inside organizations, leaders, managers and frontline staff all talk about service. But they don’t always use the same language.

Leaders talk about customer segmentation, distribution channels and competitive differentiation. Managers refer to service policies, roles and responsibilities and key performance indicators. Frontline staff use a completely different language of service: complaints, compliments, angry customers, difficult situations and “you have to speak to my manager”.

This lack of a common service language makes it hard to coordinate between levels of authority and between departments.

And this fragmented understanding is not helped by platitudes like “The customer is always right” (not always true), and “Go the extra mile” (not always the best course of action).

What’s missing is a Common Service Language – a way of speaking about service that makes sense throughout the organization, from senior levels to frontline staff, among internal service providers as well as those who face and serve the customer every day.

Six Sigma did it for defect reduction.
Balance Scorecard did it for performance measurement.
Seven Habits did it for personal character development.
UP Your Service! College is doing it for service performance improvement.

Watch this short video now to understand how a Common Service Language can enable the players on your team to align and serve more effectively together.

Categories: Common Service Language
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5 Responses

  1. Chamn says:

    Many thanks.
    I trust and learn a lot from you.

    Cheers

    Chamn

  2. Sudhir jain says:

    This tip is best for me because I am in the retail buisness and I understand what unsatisfied customers need. Your ideas give me a lot of new things to do apply what i know and make a difference. Thank you very much.

  3. Sindhu Nair says:

    Thanks a million, this blog is quite helpful and has enhance my customer service skills

  4. Naval Vaswani says:

    This common language engages all the employee with single vision and single mission. I attended the One day workshop of Ron and would say it was awesome..superb..Worth attending..Learning..A complete cherishing experience which is the essence of customer care

    Naval Vaswani
    Karachi

  5. Krishna Bahadur Adhikari says:

    Thank you very much. I am so happy learning more about customer service.



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