LEAven Blog
Customer Service: Practicing Selfless Acts by Putting Others First
The first impression. Just three words, but ones that can make or break a person’s desire to engage with a church, school, or RSO. Customer service, or a lack thereof, is noticeable. It takes a lot of work to provide a campus full of people that is inviting and engaging, one where people desire to come back to, and to stay connected with. Defining customer service is complicated, for there are many facets of it. Depending on the organization, there might be areas where service needs to be laser-focused. In identifying some commonalities within this topic, they might include:
- The identification of customer needs
- Designing and delivering services that connect with such needs
- Continually seeking feedback
- Acting on such feedback to improve service
- Having a communication system with customers to keep them informed
- Having plans in place to deal with challenges that arise
- Revisiting this topic again and again to adjust, as needed
Are there biblical principles that assist us in understanding the support a ministry offers to other people? Both in Ephesians and Colossians, Paul speaks to the importance of “rendering service with a good will” and to “work heartily, as for the Lord.” Such truth from God’s Word gives us impetus to serve well and to do so with joy!
Rendering service with a good will as to the Lord and not to man, knowing that whatever good anyone does, this he will receive back from the Lord, whether he is a bondservant or is free.
Ephesians 6:7-8
Whatever you do, work heartily, as for the Lord and not for men…
Developing a culture of good and faithful service can be an exciting venture! Again, Paul states clearly how serving others, and doing so happily, provides so much more in return for every person that understands and participates. Doing so consistently makes for a concrete pattern of action so it becomes a team effort, one that can unify every effort.
The cultivation of relationships is crucial within the body of Christ. As the focus is on our churches, schools, missions, or other various ministries within the Lutheran Church – Missouri Synod for this topic — there are many opportunities to teach what customer service really means and then to apply it, too. According to Microsoft’s 2019 Global State of Customer Service, about 90% of survey respondents will use customer service as a factor in deciding whether or not to do business with a company. The American Customer Satisfaction Index (ACSI) is the most well-known national customer satisfaction index model, a type of economic indicator that assesses the overall satisfaction of consumers in a country. Consistently, every survey will measure customer service data, and summaries typically state that this entity needs to be taken seriously. In a purely spiritual sense, it should be a goal of every one of us to be servants, not self-serving.
How does an organization take steps towards a unified effort and provide practical steps for putting customer service initiatives in place? A short list that, when accomplished, can be a great starting point:
- Meeting people at the door, instead of waiting for them to come to you.
- Teaching how to answer a phone properly.
- Bringing in professional development on customer service to instruct what good things can happen when what is learned, is practiced.
- Having simple suggestions for how to answer emails or texts (like remembering to include “Good morning,” or “Hi”) before getting down to the point of the communication.
- Answering the phone in a way that leaves the customer happy.
- Greeting guests (eye contact, firm handshake, warm smile, small talk)
- Communication fundamentals
- Surveying often, even using tools like ParentPulse so that there is continual feedback, not just annually.
- Teaching or reviewing applications of effective customer service, at least monthly, including role-playing.
Some might say doing customer service right can be the fine line between success and failure, between growth and decline, between referrals or silence, and between reputation that can be positive or negative.
Have a passion for continual improvement! Every time, value is added.
Customer service support offered to others – before, during, and after they engage with you, and…in using your services or participating in the life of your ministry. Provide easy and enjoyable experiences with your brand. Bless others. You will be blessed, too.
Selfless acts or serving others – it is up to you!
