I love traveling and I love flying. However every time I am in an airport, I think that in customer service we are definitely forgetting the basics. We are thinking so much about knowing customers, their behaviours, their expectations, trying to establish relationships and giving them the best experience, that we are forgetting the minimum any human being expects. Relating to nice people and being heard.
How many times have you told your favorite airline that you like ailes. How many times have you gone thru an inmigration line without getting an answer from a good morning or a bonjour! How many times have you talked to airline agents who do not smile? or how many times have you been told “there is nothing we can do about it”. How many times have you had to wait until they hang up their mobile calls to get an answer?
The theory says that customer service has to do with people, with processes like handling complaints, and in many cases with too much technology. People with competences that include customer orientation, flexibility, patience. Processes that are customer centered and technology that allows efficiency and productivity.
However, customers are not processes, customers are not technology. Customers are people. Human beings. Human beings that like to talk to other human beings who are polite, who communicate with respect. Human beings who listen with attention to what you say and answer the question you asked (yes, not the one they had on their minds). Human beings who smile, who look at you when you talk to them, who use a tone that you do not find unrespectful.
Companies may have great customer processes, great technology, but if they do not have NICE people, RESPECTFUL people, and people who LISTEN, they will never have GREAT CUSTOMER SERVICE.
As you may guess, I am writing this from an airport.
Have a great weekend.