How do we measure what good customer service looks like? We all have our own stories about good or bad customer service, and often businesses will have metrics that measure customer satisfaction. But the one thing I value most is asking our customers the direct question “Why Shift Key Cyber?” I have asked this question over recent weeks and here are some of the responses:
- We trust you
- We value your pragmatic approach
- You save us money and give more than we ask
- You always have a solution
- We know you have our best interest at heart
From the perspective of Shift Key Cyber and the values we hold, it is about more than a contract – it is about providing a service and/or a solution that is tailored to our customers’ needs. Providing added value is a fundamental aspect weaved into any work we deliver. It is about leaving an organisation in a better place than we found them in. It is about enabling a team to have the knowledge and confidence to protect their information and information assets, but who also know they are not alone and that they can contact me whenever they are unsure about anything.
Customer service should never just be transactional: it must always be foundationally human-focused, honest and authentic. It is about connecting and working with people who have matching values, and engagements will then feel honest and authentic.
So maybe the question should be how does your customer service make your customers feel? Checking in frequently and making sure satisfaction is baked into the delivery ensures honest conversations are continuous and customer satisfaction is prioritised throughout the time you have together, and not just an afterthought in the form of a survey or questionnaire.
At Shift Key Cyber, customer feedback is essential. We are continually reviewing our services and our delivery so that the customer gets the most impact, value and satisfaction from us as a consultancy so that we can help them build better cyber resilience.
