Poor Service, Or Just Having Another Bad Day?

Posted by in Customer Service


 

I attended a business roundtable last night called by our local officials to explore ways to make our city more business friendly.  There were suggestions on lowering taxes, sprucing up the downtown area and improving transportation.  One suggestion (plea?) kept coming up as we all gave our suggestions around the table.  Improve the City’s customer service.

 

Many people started their comments by saying, “…I know this is a simple thing…”   The thing is, if it was on so many minds, it must not be so simple.  Customer service is all about attitude and respect for the customer.  There are some simple things that make customer service friendly, such as a smile, eye contact, a warm greeting and a fond farewell.  You can force a smile, stare at a customer and say the right words, but if the attitude is wrong, it doesn’t work.  How can you put forth the right attitude to make customer service authentic?

 

1.      Another bad day.  Everyone has bad days.  When you get a flat tire on the way to work or had another argument with your spouse about finances at breakfast, it’s hard to shut off those emotions.  Here’s where you need to separate your home life and work life, as if you were Dorothy, opening the door of her Kansas house post-tornado and finding out she landed in the Land of Oz.  For the next eight hours or so, you’ve landed in another world with different expectations.  You have to mentally close the door on home and open up the work day.  Besides, customers don’t care if you’ve had a bad day.  They are only concerned about their present condition and how you can make it better.

 

2.      Indifference.  Some people take a job in customer service because they think it’s easy to answer the phone, check out merchandise or handle returns.  They soon find out working the cash register is only part of the job.  Dealing with customers is the most important part.  How customers are treated at the point of sale or service makes an impression.  If a salesperson is only interested in the next sale and not the customer, it shows. 

 

3.      Lack of accountability.  One person last night mentioned that in his business there is a screen at the checkout counter for customers to instantly rate their customer service.  WOW!  Talk about speedy feedback!  Some others liked that idea.  That takes accountability to a whole new level.  If you were going to be instantly evaluated in front of a store full of customers, you would do your best just to avoid the embarrassment of a low rating.

 

4.      Lack of training.  Just because someone has a lot of prior customer service experience doesn’t mean they don’t need some training into your company’s culture, philosophy and customer service process.  Service consistency makes an impression when everyone has the same attitude and level of care for the customer.

 

5.      No smiles.  One businessman said his solution to the customer service dilemma was to hire personality.  Skills training is easy, but you can’t train someone to be friendly and caring.  They use customized assessments to measure friendliness, personality and service attitude, and it’s paying off.

 

Customers have choices.  They can shop for groceries, clothing or auto parts at a lot of stores and online, but all things being equal, most will choose the place with the best service and friendly faces.  A little “hello” and “thanks for shopping with us” with a smile goes a long way to getting customers in the door and eager to return.

 

 

 

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  • John R
    John R
    I worked as a Resource Room Floor Technician for 17 months at the Workforce Solutions Office (south side).  My duties were primarily to assist non-English speaking customers and ex-felons to register for worksearch, create resumes, cover letters, job search, fill out on-line job applications, and assist with unemployment benefits registration and followups.  Working with unhappy, unemployed, underemployed, non-English speaking customers and male/female ex-felons that were required to register for work according to their parole conditions was a 'tough row to hoe.'  I am a very gentle, kind, and 'kindred soul' but after 5 hours of standing, talking, and conveying 'good vibes' to these customers (I  was a member of A.A.R.P. and so this was a 5 hour assignment and not a job, A.A.R.P. paid me, and not Workforce); I would leave the office feeling very stressed out, a bit pissed off and praying that I would find a F/T job soon.What is customer Service to me?  Proving to the customer that if I were in their shoes I would like to have me be the one talking to me.
  • Tennia B
    Tennia B
    Everyone has a gift or talent, these are things which can not be taught, you either have it or you don't.  You can teach techniques and guidelines but you can not teach someone to be a "people person".  I know some of individuals which do well in sales but they neglect to really get to know the customer or the needs of the customer so therefore needless to say either one of two things happen; 1)the customer returns merchandise because it really did not meet their needs 2)the customer simply stops shopping with the company because they feel that the company doesn't care due to the behavior of the employee, which is perceived as a reflection of the company itself.
  • Mary Nestor-Harper
    Mary Nestor-Harper
    Thanks for all the comments.  Sounds like a group of service pros.  It's true that people are ambassadors for the companies they work for.  I used to tell employees that even though they are "off the clock," when they stop off at the store on their way home from work and they're still in uniform, their actions reflect on the company as well as themselves.  If they give a clerk a hard time in the checkout line at WalMart, observers will associate that behavior with the company logo on their shirt. Great suggestions and observations..enough for another article!
  • Luz B
    Luz B
    Nice article. A good attitude and a pretty smile make a customer happy!!
  • Vivian m
    Vivian m
    I worked in retail for over 20 years and all these things are true. If not for the customer businesses would not stay open very long. Sure you are gonna have a bad day every now and then. but sometimes a smile can go along way to helping that irritated customer feel better.
  • Robert K
    Robert K
    Very good article.  It points out that some people just aren't ever going to be good at customer service, just like most people will never be able to type 120 words per minute.  Or, the old saying, "you can't make a silk purse out of a sow's ear"!!!
  • Lisette C
    Lisette C
    Many years ago  I was first introduced to the conception of Customer Service  through my training as a Flight Attendant with Qantas in Australia. They believed that you were not only an Ambassador for your Airline but more importantly for your Country. I have tried to remember that every one I help is important and to treat each Customer like a guest in my home.
  • Dick C
    Dick C
    With that pretty smile, you can sell anyone something.  The world is full negativity.  People cherish hope.  You must be happy, positive, friendly, observant (means noticing what customers wear, for example, and make a positive comment about it), honest, helpful, and trustworthy.  You have to go out of your way and take an extra step for your customers.  They are first.  You have to make them feel good so they will return.  Being a Bible reader I know the fruitage of the spirit is love, joy, peace, long-suffering, kindness, goodness, faith, mildness and self-control.  If you apply these principles, you will always win, you cannot lose.
  • Barbara b
    Barbara b
    I agree that you must have the right attitude for the job!!  It's not just being on the other end of the phone.  But, being personable and professional is definitely required in the customer service profession along with a pleasant attitude. Don't do anyone a disservice by just needing a job!! A pleasant personality with someone who's had a bad day is priceless!! Funny thing is, you may not even know that you made the person smile on the other end of the phone..
  • Mary Nestor-Harper
    Mary Nestor-Harper
    With that kind of perspective, you're probably a superstar!  Catch my next blog about Customer Service.  Some people need to read your comment and remember where their paycheck really comes from ...the customer!
  • Aaron C
    Aaron C
    Very insightful and truthful. I'm happy to state that my customer service consistently been tops. Yes, everyone has bad days but we don't need to make others have one too. The most unfortunate thing in Customer Service is when a company will pay someone who is giving just 10% the same as the one who has been giving 100%! I have tried to remember this credo: The customer isn't always right BUT the customer IS always the customer!! I have a job because of the customer.
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