***Did you hear the one about the cashier who wouldn't sell cigarettes a 1/2 hour prior to closing. She would have to substract 1 from her totals and that would require changing 3 of her sums. And she didn't want to. She also was not employed at that particular business within 2 weeks.
***How about the one when a phone company's CSR stated to their customer that she was unable to call them back because their company wasn't equiped to do such things.
***Maybe you know about the collection agent who informed their client they were not able to record the on-going conversation between them because the company didn't have the required software. The client questioned this information and reminded the agent that the company's automated message stated "that some conversations may be recorded for quality control". The collection agent put the client immediately on hold for over 5 minutes. When she returned, she informed the client that her supervisor was going join in on a conference call and asked if it was ok to recorded the the rest of the conversation. The client burst out laughing exclaiming, "That's amazing work you do in your office to acquire that technology so fast. Can you cure cancer too?" The supervisor asked why the client would make such a comment and the client explained. The collection agent was looking at a change in career paths.
These incidences are becoming more common in the world of commerce. Where do we lay the blame when it comes to poor customer relations? Many would say it's the young generation of texters that seem to look right through when you place your order or ask for a manager. What about the business that employs the non-customer representative? Are they not to be held responsible for lack of train and mentorship.
I keep hearing over and over these days how somebody can start training at 8am and be operatoring the till or sales counter by 9am with little or no supervision. How can a person possibility know their job properly in under an hour? Customer service is not part of this training, so I'm told. The hour is spent on how to operate the required equipment, the phone systems and when coffee breaks are to be taken.
WHAT THE HECK HAPPENED TO THE CUSTOMERS AND THEIR NEEDS?
Every single person in this world is affected by customer service during every single day, of every week, all their lives. So I'm going to share a personal moto with you.
- Give the service at your job that you would expect when you find yourself being the customer.-
The revival of this lost art can only begin with you. Don't be afraid to tell the cashier not to bruise your apples. Say no that it's not O.K. to wait when the customer agent tells you they need to talk with their friend on the phone about Saturday's party. Ask the representative to finish serving you first when their co-worker rudely interupts your one-on-one time.
Business fail for all kinds of reasons everyday. Although I'm pretty sure most of those reasons can be traced back to poor customer relations. I'm pretty confident I'm not alone in these sentiments and that my statements would be hard to dispell. Break the cycle and help the consumer experience become pleasant once again. After all, if there was a season made for poor customer service, Christmas would be it.
I learned to change the "poor customer service' habits I possessed and I know that it is in all of us to change too. Give a try. It really is painless. Most of the time.
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