No matter who you are, or where you do business, I’m sure most, if not all of us have heard the following four words, “That’s Not My Job”. In many cases, yes, it is true, that’s not my job could very well be an accurate statement. If you call up a plumber, and ask him if he can change the brakes on your car, he would be absolutely correct to tell you that is not his job.
In customer service however, that four word sentence could be the difference between a satisfied customer and disgruntled ex customer. No one person can do all things well, but the one thing a great customer service professional can do is help a customer, no matter the issue. It might not be the direct job of the customer service professional to clean a room, deliver coffee to a meeting, reset a clients password, or any other thing on the long list of issues a customer might have, but as a customer service professional, the words “That’s Not My Job” should never be more than a brief and quickly fading thought. The very next thing out of the customer service professionals mouth should be, “I will take care of that for you”.
Whether you can resolve the issue yourself, or must contact someone else to deliver a solution, the main objective at the very moment the request is made is to be sure the customer feels their issue is a priority, and will be handled appropriately. An entire customer experience could be balancing on that very moment, and if handled incorrectly, could slip from the tight rope and crash with a loud echo of negative feedback.
Whether you are face to face with a customer, or are working with a client remotely, the customer is relying on you to resolve their issue. Within that short period of time between satisfaction and disappointment, you must do what needs to be done to convey to the customer that their issue is your issue, and it will be resolved. Only then can you move forward and determine whether this is an issue that you can resolve, or you must delegate to another person. When it comes to Customer Service, there is no such thing as “That’s not my job”.