I do a lot of customer service training and most participants think they do a good job of serving their customers. This may be true for their typical customer but they often fail to take into consideration those with differing needs.
Are you still providing great service if the customer is in a wheelchair? What if English is not their native language and the complex information you are conveying is lost in translation? Or maybe your customer is hard of hearing or has low vision — are you still able to meet their needs? Or perhaps your customer is simply technology-challenged — do you have a way to assist them in accessing their tickets or coupons?
Maybe you can rethink your service strategy from the perspective of different groups and consider what stellar service looks like for special audiences. Having great service for some doesn’t qualify as delivering great service.
