The other day, a human being pretending to be “working” in a customer service capacity told me to have a nice day. Well, actually, it was more of a grunt. And because he didn’t bother looking at me when he grunted it, and was in fact walking away as he finished the grunt, I’m kind of connecting the dots here. But I am pretty confident that on some guttural, primordial level, I was told by this individual to have a nice day.
So. Do you think he really meant it?!
Let’s understand each other. It’s not that I really need customer service people to tell me to “have a nice day.” I’m as aware as anyone else that this is a cliché and, just like the “how are you,” is not really full of deep, rich, interpersonal meaning anymore.
When even the basic *building blocks* of communication aren’t in place, I get irritated. And then I think: this company sucks.
Is that harsh? I don’t think so. This particular company actually has many layers of customer service; they even have a dedicated toll-free customer service line that, to my knowledge, is staffed by people and not voicemail. And this company also spends a great deal of money and time to promote its customer service systems and policies. I even think they have one of those c-level “Customer Experience Officer” positions.
Yet despite all of this, they can’t seem to “get it” at the most basic level. And if you can’t get it at the basic level, you can’t get it at any other level, since basic is basic.
Here’s what I’d like you to think about, please. As my little experience (hey, no height jokes!) illustrates, customer service really isn’t some giant “conceptual thing” that is about how many reps you have or how much money you spend on promoting customer service commitments.
It’s about the basics. It’s the little things. It’s about telling people to “have a nice day,” and actually meaning it; or at the very least, looking at them in the eye and smiling (or, at least not frowning).
It’s time for customer service to learn a very valuable lesson from quality assurance; notably, the Japanese concept of incremental quality improvements (“kaizen”). Don’t wait for some big booming voice from the sky to tell you that you’ve “achieved customer service” — and don’t be lulled into thinking that just because you talk about it, and have posters that promote it, and include it in your training, that it’s actually HAPPENING.
Build and integrate customer service in very small, ordinary ways.
Including when your reps tell people to “have a nice day.” If they can’t do something that simple, that ordinary, and that ACCESSIBLE, then all of the planning and training and Customer Experience Officers in the world aren’t going to do much.
Have a nice day