Striving for service greatness

This is being reprinted in a few places, so I wanted to post it here too. Like I did in 2015, I started the year with a message to my team about continuing to improve our service levels.

Team:

In 2015, we talked a lot about service excellence and what it means for Indeed. We defined it as “making the most of every client interaction,” and shared stories of how we saw one another exhibit service excellence in our work and day-to-day lives.

In 2016, service excellence is our new baseline and expectation. To further differentiate Indeed from our competition and to deliver truly memorable client experiences, we need to keep getting better and finding new ways to wow our clients. We need service greatness.

When I think about service greatness, very clear things come to mind that I see you all doing regularly. To me, service greatness is:

  1. Personalizing the client experience
  2. Going above and beyond what the client expects
  3. Turning negative experiences into positive ones

It’s easy to reply to an e-mail or take a call from a client and not necessarily do these things. It’s harder – and thus great – to push ourselves to ask one more question, to take one more step or to investigate one more thing to make sure we are providing the best service possible.

In 2015, we took our service to another level, and I believe that we can do it again! Thanks for everything you do to deliver quality every single day, and please let me know if you ever hit a barrier when trying to deliver great service to a client – I’m here to help.

Thanks and happy 2016,

Jason

Posted in Service levels