Service Orientation - 10 Skills To Future Proof Yourself
In this eighth post on 10 Skills You Need To Future Proof Yourself, we’re focusing on ‘Service Orientation’.
What Is ‘Service Orientation’?
Isn’t amazing how so many businesses fail to get the basics right?
All most of us want is for things to ‘just work’ when we use them. We’re not interested in the gimmicky add-ons that don’t improve the service at all.
Despite services already accounting for 80% of the UK economy and around 50% for many developing nations, it’s not that often we have an excellent service experience.
‘Service Orientation’ is all about designing and delivering the best possible service for your customers. Some of the biggest companies in the world are ‘service’ businesses that invest enormous sums of money improving the way they interact with their customers.
Uber and AirBnB are two you’ve probably heard of and may even frequently use.
The company you currently work for will have a service function even if you're not directly involved in it. Regardless of their industry, all companies can benefit from improving the quality of the service they provide.
It’s arguably the best investment you can make as it’s a lot easier to keep a current customer happy and spending than to go out looking for new ones.
Why is it important?
Service-based businesses make up the majority of all businesses in all developed economies. And it’s an area that continues to grow in size.
It’s a handy skill to know if you have a client facing role. A satisfied customer leads to repeat business.
Providing an excellent service is an easy way to differentiate your company from your competition. People will be reluctant to switch if they keep experiencing excellent service.
How do I get better at it?
Here are 5 ways to improve your ‘Service Orientation’ ability:
1) Think of your current customers. What are some quick and easy things to do to improve their service experience?
2) Constantly review your approach. Ask your customers for feedback. Use that information to become better at what you do.
3) Make a note of any great customer experiences you’ve recently had. What stood out? Is there anything you’ve learnt that you could apply to your own company?
4) Provide educational or helpful advice. Don’t just sell to your customers, help them to understand more about what it is you’re providing and how to get the most out of it.
5) Find opportunities to go the ‘extra mile’. Memorable experiences are more likely to be shared with others.
If you found this post helpful, then you would enjoy our course on Service Design.
It’s a step-by-step guide to designing services that will please your customers and add to your company’s bottom line.
