This is the final in my current series of four blogs on the topic of customer service. When I started writing about customer service the thought did cross my mind that this was rather akin to training trainers. I was putting myself right in the firing line.

So, I'm delighted to have reached this point without anyone having questioned my credibility or ability to write about customer service with authority. I take this as a good sign that we're providing a good example of what customer service should look and feel like, which is a credit to my team.

In my previous blogs, I've written about the need for basic, fundamental skills (and product knowledge would fall into this category), listening and empathy. This month I want to consider flexibility.

When I started to write this instalment I realised that my previous example of good customer service (the toasted fruit and seed bar, in case you need reminding) actually provided a good example of what I wanted to show this time. In fact I realised that flexibility is really what becomes possible when the other three elements are in place: having a good understand of what you can do and how to do it, (basic skills) what the customer's needs, desires and wants are (listening) and caring (empathy). There is one proviso here though, and that is that the organisation's culture must allow, and actually, actively encourage, flexibility in order to ensure the customer's needs can be met.

A good example would be when I ordered a new printer. It was for my home office but I was paying for it with my business credit card, which is billed to our office in Alston. Normally, the company would not dispatch a first order to a different address (for good reasons) but because the lady I dealt with had a good understanding of the processes (and who she needed to talk to get them overruled), my needs, and cared, she was able to arrange for the printer to be delivered to my home the very next day.

The thing is, we all want to be treated like individuals, not numbers, and flexibility is the way we can demonstrate to our customers that they are just that. It's not rocket science; it just means putting the customer first. You'll notice I say 'the customer' (singular) not 'customers' plural. There's a big difference.

Rod Webb
www.glasstap.com