It’s Christmas time. You walk into a department store in a busy mall. Several packages in hand, spot a retail clerk folding clothes, and ask where the Champion sweatpants are. She looks up briefly, pointing without interest towards another area of the store, then resumes folding.
Walking away, you wonder if she was knew she was being rude, or just didn’t know any better? Has she had any customer service training…?
On hold with your cell phone carrier, for nearly an hour, you finally reach someone. But they quickly ascertain, you’ll need to speak to someone else. Pleading with them to not put you on hold again, you’re assured you won’t have to wait very long. But you’re on hold once more, and for a long time. It’s maddening.
When you do get someone, it’s immediately apparent that they could care less about you having waited. Let alone the fact that you’re ready to explode …
All told, probably more of a process error than human error. But a modicum of empathy from the customer service reps might’ve made things slightly better. Don’t you think?
You’re having a terrible time understanding how to install a software program while getting help from a tech support rep. He says, “Anything else?” You say, “Can you walk me through this?” “Sorry sir, we’re a little busy, but call us back if there’s a problem”. But, but… “Have a nice day”…click
You finally get to the counter at the DMV and the clerk without looking at you asks for the piece of paper in your hand. He marks it, while saying “Window 21”. ”Where is Window 21”, you ask? He points to it, hand over his shoulder, while motioning for the next person in line to come forward
Ah, here comes the server with the bacon and eggs you’ve ordered. “Your toast is on the way”, she explains. But wait, you say to yourself, I really don’t want it to be “on the way”. I’d like to enjoy it now with my bacon & eggs… as she hurries off to another table.
Still waiting, ten minutes later, you wish you’d chosen another diner for breakfast that day.
Whether it has to do with priorities, simple observation, reading the customer in front of you or lack of care, you think there’s a chance, this server, retail clerk and support reps might benefit from a little customer service training, maybe a book on customer service? The DMV rep may well be beyond hope, but you never know, maybe the right guide-book on customer service would spark some kind of reality adjustment.
Helping a wide assortment of people with differing ages, personalities and needs is not a skill that comes “naturally” by any measure. Why a manager would think this, particularly with people new to customer service, is hard to understand…Why a small business owner would not place more emphasis on customer service training or a good customer service book is beyond me.
Customer service is a key component in the success of any business. And there are certain common-sense principles of communication, ways of dealing with people that apply regardless of the specific job or business you’re in. Fortunately, they can be learned and put to use. Good customer service reps already practice them.
You’ll see in, The Little Customer Service Book, these principles have nothing to do with tricks, pat phrases, or phony ways of being. They’re simple, honest ways of helping your customers that will aid you in any customer service job you undertake.
Best of luck!
(But after reading The Little Customer Service Book, you won’t need it!)
A Common Sense Guide to Helping People
Recommended Links:
https://thelittlecustomerservicebook.com/2023/06/17/warmth-in-customer-service/
