Look at the following two items for a customer service manager:
Job Function: Answer phones and process orders (Task oriented)
Job Essence: Create delighted customers! (The spirit of what we want to achieve)
Our head of customer service lead a highly intriguing discussion on a book she read written by Steve Curtin entitled, Delight Your Customers, 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary.
Make no mistake, we are all in the customer service business. I was completely pulled into the concept of job essence weeks ago when she took me through what she wanted to discuss. It’s one of those things that just made sense! And we’re going to outline a Team Essence this Fall to help people stay motivated, inspired and encouraged to enthusiastically engage with customers and employees. If we’ve hired right, it shouldn’t be such a leap.
Think about your job essence…think about it for your team and firm. Opportunity starts to jump out at you!