Is Customer Service Really Just Common Sense?

According to Dr. Bryan K. Williams, “At the end of the day, it doesn’t really matter what you know, it’s what you do that counts.  I can have all the common sense in the world, but if I don’t use it, then it’s meaningless.  Both line employees and leaders must understand their roles in turning common sense into common action.”  Dr. Williams goes on to note at the end of the blog that, “In my mind, the only thing ‘common’ about customer service is that everyone appreciates being valued.  Help. Serve. Assist. Escort. Greet. Follow-Up. Exceed. Recognize. Honor.  Hardwire these words into your subconscious so that service excellence is not just common sense, but is commonly done.”  The full blog version of the “Is Customer Service Really Just Common Sense?” article can be found here. 

Dr. Williams is a consultant, trainer, and author, who focuses on the areas of service excellence and organizational effectiveness.  He has spoken at numerous AHCA/NCAL events, and his passion is to serve others so they may better serve the world.  Here is a link where you can see some of Dr. Williams’ book recommendations on service, leadership and personal development.