Time and time again, while in conversations with others, the topic of poor customer service keeps coming up. People lament how terrible customer service is “now-a-days”. I believe that this was initiated with the economic boom a few years ago. It was nothing to have those in customer service jobs bounce from place to place then because they could for better pay or better work environment. But now, why with purse strings being so tight hasn’t customer service improved at all? Then I went to Tim Horton’s drive-thru to pick-up lunch and I believe found one perspective on why you may be getting poor customer service.
There was a very polite sign encouraging customers to be kind and courteous to the staff so that they can keep their staff. I have interpreted this to say “When you are angry about the wait for your double-double, our staff quit for something better.”
So does that tell me that the customers are contributing to staff turnover rates and if we treat them well, they will stay longer, become better at their jobs, and in turn get some great customer service in theory? It doesn’t seem to be just in the fast food business this happens; people get angry more often in general, even to the point of yelling at staff. But where is the strategy in that?
According to the associated content website:
“yelling often doesn’t produce respect. The only major effect it may have … is to either be angry back, sulk, or live in fear…”
If the above is true, exhibiting anger towards something is ineffective, we need to stop it. It is countrproductive.
Great Ways To Get Better Customer Service :
- Smile and be warm
- Express your concern concisely with the overall motive of improving their company rather than gaining on your end
- Use your please and thank you’s
- Explain what you were hoping to see and why you are disappointed
- Have a game plan; when you anticipate a poor experience (maybe you are phoning to give a customer “complaint”), rehearse what you will say and go through how you will react to anger coming from the other end
If you still have a major issue with what is happening, ask to see the manager just simply to resolve, not to complain. Then turn something bad into a great experience for both you and the others along the way.
The bonus could be getting something for free – don’t let it be your motivator, but they usually give you something to keep your business. If cranky, no one wants to help you. And then when it keeps up, the company will lose out big time because their staff are going somewhere else.
Let me know what you think about this. Have you had a poor customer experience that you turned into a great one by your actions? Let me know about it with a comment.
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