Common Sense customer service means different things to each of us. To a parent with a special needs student boarding a school bus, it’s the bus driver waiting till his child is in his seat belt before pulling away.
For business travelers it might be a taxi driver getting out of his cab to help with the luggage.
To someone who’s been on hold for an hour but reaches the wrong department, it’s that customer service rep, who stays on the phone with you till you reach the correct department.
There’s a saying in software tech support that customer problems are more often than not, FUE. The UE stands for user error. The “F” is the F word we all know. No matter what, tech support reps who are patient and insist on resolving customer issues completely, are customer service gems. And…instill in you a desire to remain with that company!
No magic here, just common sense customer service.
Don’t you appreciate the customer service in a grocery store or at a bank when the manager opens a new register or window when the lines are too long?
Or the customer service rep who actually “does” get right back to you.
That little, free micro-appetizer you receive shortly after being seated in fine-dining restaurants is often a surprise. But it’s really simple, smart customer service.
Conversely, aren’t we all a little annoyed when we ask our server to bring us a missing condiment. But she does her rounds before coming back to the table. Or we’re trying to get a word in edgewise while being examined by a condescending doctor. A doctor who wishes we’d just shut up and listen, because he knows best.
Pretty far from true customer service, don’t you think?
When a medical receptionist pauses what they’re doing, and looks up at you with interest, or a retail clerk takes you over to see the item you’ve asked about, rather than pointing to some broad area of the store, isn’t that refreshing?
It’s a small thing; but don’t you feel better when a Maitre d’ or customer service rep takes a moment to let you know you haven’t been forgotten and they’re doing their best to help you ASAP.
As a former owner of a family entertainment center, I remember well how happy we made parents, by having our staff go out of their way at birthday parties to make the birthday child feel special…simply by paying extra attention to them.
This was basic, common sense customer service for us.
Certain customers like their hands held. Others just want to be pointed in the right direction. But you won’t know unless you pause what you’re doing and give that customer your full attention.
Overall, the most consistent and excellent customer service I’ve experienced comes from Flight Attendants.
I’ve had to fly many times in my life. Never liked airports, the traffic getting there, flying itself, the seats, the food… But the one constant has always been the warm, happy-to-help flight attendants. Through all the rushing and craziness, I’ve always admired how cool and customer service-oriented flight attendants have been. And I’m hard-pressed to think of any exceptions!.
Whatever common sense customer service training they do, the broad, conceptual aspects to it would be useful in most any other industry. And we’d all be better off, as far as doctor-visits go, if flight attendant customer service training was “required” each time their medical licenses came up for renewal.
Rick Grassi
The Little Customer Service Book
A Common Sense Guide to Helping People
Recommended Links:
https://thelittlecustomerservicebook.com/
https://thelittlecustomerservicebook.com/warmth-in-customer-service/
