I find little evidence of a positive customer service trend in businesses today. I look for it at every opportunity. I’m like a scientist, analyzing the data and concluding that most employees and companies don’t give a rip about their customers. The average consumer receives below average service. I’ve conducted scientific research. The data supports my findings. My research is highly respected in the scientific community. The technical term for this scientific approach is called “shopping”. I’ve listed behaviors of employees that support the fact that excellent customer service is an untapped market:
- Argue with me: If I present a problem or issue with your service or product, arguing with me makes you look bad. Don’t give me excuses, show me results. Remember: The customer may not always be right, but we must always do right by the customer.
- Throw a policy at me: “I’m sorry, that’s our policy.” Really? That’s all you got? Puh-leaze. Managers throughout the world, hear me roar, “Don’t let those words come out of your employees’ mouths ever again!” If you have to quote a policy to me then you should not be in business. Seriously, hand over the keys to the store and let’s shut ‘er down. Customer service is about explaining the policy, not quoting it. If you don’t understand the necessity of the policy maybe you should consider changing it or learn why it’s important. If you’re still lost, ask yourself: does this policy protect our customers?
- Memorize your lines: You’re an employee, not an actor. What’s with the script? An employee from my bank recently called me in an attempt to sell me some kind of insurance. It was so obvious he was reading a script. “Hello, *insert name here*, I’m calling to tell you about *insert product here*. This will help your children and spouse in case of your untimely death.” Wow, sign me up. The fact that I don’t have children or a spouse seems to elude you. And call me crazy, but I would never consider my death “timely”. Please, take the time to know what you are offering without the need for a script. Show me you care and maybe I’ll listen.
These are just 3 customer service behaviors that drive customers away. Imagine how many more exist within your company. By improving your customer service you will be tapping into a market that many businesses have overlooked. Go for it! Your bottom line depends on it.
Please share your thoughts on customer service gone awry. What drives you crazy? Is it a short drive? We’d love to hear your thoughts…
