"Follow the Leader", Featuring Beth Gauthier-Jenkin

What are your pillars of customer service?

Pillars of customer service are an integral part of effective, individual service interactions.  Our service pillars are the human, business, and hidden dimensions.  Every customer interaction has aspects of each dimension. We coach our team to demonstrate these pillars in each customer interaction.

The Human dimension is the individual human need expressed by the customer.  Generally, these needs are associated with feeling respected, appreciated and valued.  Recognizing the human need is key to managing this dimension appropriately.  The business dimension is the customer need for products or services offered by our company. Meeting business needs requires responsive and accurate execution.  Lastly, the hidden dimension is the behind-the-scenes elements of an interaction.  Resourceful management of this dimension creates a seamless and effortless customer experience. 

Leading the three dimensions requires full and focused presence.  If we neglect to manage any of the dimensions, the service experience is compromised. 

Your organization may have a different definition of the pillars of customer service.  However, it’s universally important to build the pillars on a foundation of empathy. Those managing customer interactions must have the ability to be sensitive to the customer’s needs, and put themselves in the customer shoes to create positive, memorable experiences.

Beth Gauthier-Jenkin has served customers and led service teams for 30 years.  She is a contact center leader focused on process optimization, coaching, and performance management. Beth is currently the Vice President of Customer Care at Gopher Sport. She has earned multiple professional certifications and has a Master of Arts degree in Leadership and Management.

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