Much has been written – and even more said – about experiences of a lack of customer service. We avoid posting our own complaints in hopes that our efforts to educate everyone on the advantages of courtesy and respect will yield noticeable results.
Alas, experience has taught us a sad lesson. When service providers depend on technology and never-ending phone menus to provide assistance to customers, they do no one any favors. These “easy solutions” do nothing but increase frustration.
However, what makes these situations even worse is when a live person is reached and refuses to help. For instance, we shipped a package that was lost in the mail. Repeated calls led us to a person on the phone who did nothing to assist us. While we understand the United States Postal Service is a government entity, we were appalled at the lack of interest from those we spoke with. And the $400 worth of products we shipped? Gone.
Unfortunately, this lack of interest in providing impeccable service is rampant in retail establishments, telecommunications companies, and even restaurants, just to name a few. Service personnel are not properly trained and managed on the fine points of dealing with customers. Employees do not take pride in the company they represent every time they interact with a customer.
How do they get away with this? We, as consumers, let them. We may complain here and there, but we do not hold businesses accountable for providing the type of service we demand.
What would make them accountable? Most companies stand up and take notice when two things happen. When they receive bad press, and when their bottom line is affected.
Social media is a convenient outlet for spreading the word about unsatisfactory service. Starting a conversation about your experience on the company’s social media pages or your own can get effective attention. And if your message goes viral, they will take notice. Just make sure your comments are first-hand and related only to your experience.
In your own work space, always put yourself in your customer’s shoes. Are you treating everyone you encounter the exact way you want to be treated? Do you smile, and extend a bit of yourself to every transaction?
At our core, we humans just want to be acknowledged and accepted. If you make your customers and clients feel this way, they will definitely be happier.
... is the most important person in any business.
... is not dependent on us. We are dependent on them.
... is not an interruption of our work. They are the purpose of it.
... does us a favor when they call. We are not doing them a favor by serving them.
... is a person who comes to us with his/her needs and wants. It is our job to fill them.
... deserves the most courteous attention we can give them. They are the lifeblood of this and every business. Without them, we do not have a business.
... has every right to always expect an honest effort on their behalf. Simply provide that service and there will be no dissatisfied clients.
... is not someone to argue or match wits with. Nobody ever won an argument with a customer.
... is deserving of the most courteous and attentive treatment we can give them.
We welcome any feedback as to your customer service experience with The American School of Protocol®.