Talking Customer Service
Posted by Mitch Mitchell on Jul 18, 2008
First, the latest newsletter, Management Is Responsible For Customer Service, is now available.
So, the article is obviously about customer service, and in that article I take the position that management is often the most responsible for making sure that good customer service is happening with their businesses.
Last week, I conducted a meeting at the site I'm consulting at where I talked to one of the supervisors about monitoring the customer service of the department, important because this particular department is on the front line of the business when people come into the facility.
The point I made was that sometimes, to get good customer service, management needs to get the employees enthusiastic about the work they do because it all boomerangs after that. When employees feel good they work good, and if they interact with the customers they impart good feelings upon the customers, and when customers feel good, they not only come back but they tell their friends about their experience and everything works out well in the end.
Why is it that people don't put out exactly what it is they want in life anyway? We all want good customer service when we go places; why can't we remember that when it's our turn to serve?
Hello Mitch,
Customer Service – that is such a long story. You saw my entries here:
http://ballueder.wordpress.com/category/cb-consulting/customer-service/
Why is that? Why can’t people just be “normal” and do not show their attitude when they serve others?
I am not sure, e.g. in the US you are supposed to tip the staff, no matter how good or bad they have done their job? Is that right?
In the UK they now introduced the tip being included in the bill, e.g. instead of the normal 10% they include 12.5%. Which of course I am happy to pay if I received good service. However, if I did not, I now ask for it to be removed. Does not make them happy! On the other hand, if it was great service, then I even add more than 12.5%.
Volker
Hi Volker. People do good work when they feel good about themselves and the job they’re doing. Most people who give bad customer service don’t really care about what they’re doing; they just want the money. Sure, some jobs are bad and boring, but many others are whatever you bring to them. I remember working in a gas station many years ago, and I loved it because I got to interact with people, and they responded well to my being friendly with them. I’m of the opinion that if you don’t like people in general, then you need a job where you don’t have to deal with anyone. And most of those jobs are worse.