One day, last week, I engaged in an on-line discussion on Customer Service. The entry into the discussion was led by the fact that the majority of customers want good Customer Service. This is understandable. This factor was also used to support the idea that businesses need this service in order to succeed. That is where I jumped in.
Although I am a big supporter of Customer Service, and there has been much debate on this topic in journalism, I am not one to support the idea that a company should 'hang their hat' on this service in order to maintain customers.
In the area where I live, there are three major retailers and each of these retailers are associated in the grocery business; one, is a grocery company. When shopping in these stores, one finds that Customer Service is not exactly a proposed feature for these establishments.
The majority of employees do not smile and are not outgoing or supportive. In fact, finding an employee can sometimes be a venture in itself.
But there is a reason for this, and one that very seldom gets any notoriety.
The vast majority of the employees are over worked, must contend with fewer hours, less pay and at the same time tolerate the negativity of so many consumers. All in a days work.
Customer Service, in my opinion, is a two way street. It is just as much the responsibility of the company as it is the employees on the floor. How a company treats it's employees, shows on the faces and actions of their employees. And how a business projects itself is, the ultimate as to if they will succeed or not.
And even though Customer Service is not a main objective of these three companies they do, however, continue to grow and expand nationwide. Kind of makes one wonder.
The discussion was ended, and although I did not have the last word, my point was made quite well and I got a Thumbs Up.
Being an employee that provides Customer Service, I find that I am lucky. The people that I am surrounded by give exceptional service but, that is basically their personality. It is just who they are.
But when you get down to the nitty-gritty of it all, it is how a business projects itself to the customer that defines how it will succeed; prices, selection, services. Giving the customers what they want.
Because, if Customer Service were the main reason for the success of a business then the competition would not be number one - we would be.
Talk at ya later!
Although I am a big supporter of Customer Service, and there has been much debate on this topic in journalism, I am not one to support the idea that a company should 'hang their hat' on this service in order to maintain customers.
In the area where I live, there are three major retailers and each of these retailers are associated in the grocery business; one, is a grocery company. When shopping in these stores, one finds that Customer Service is not exactly a proposed feature for these establishments.
The majority of employees do not smile and are not outgoing or supportive. In fact, finding an employee can sometimes be a venture in itself.
But there is a reason for this, and one that very seldom gets any notoriety.
The vast majority of the employees are over worked, must contend with fewer hours, less pay and at the same time tolerate the negativity of so many consumers. All in a days work.
Customer Service, in my opinion, is a two way street. It is just as much the responsibility of the company as it is the employees on the floor. How a company treats it's employees, shows on the faces and actions of their employees. And how a business projects itself is, the ultimate as to if they will succeed or not.
And even though Customer Service is not a main objective of these three companies they do, however, continue to grow and expand nationwide. Kind of makes one wonder.
The discussion was ended, and although I did not have the last word, my point was made quite well and I got a Thumbs Up.
Being an employee that provides Customer Service, I find that I am lucky. The people that I am surrounded by give exceptional service but, that is basically their personality. It is just who they are.
But when you get down to the nitty-gritty of it all, it is how a business projects itself to the customer that defines how it will succeed; prices, selection, services. Giving the customers what they want.
Because, if Customer Service were the main reason for the success of a business then the competition would not be number one - we would be.
Talk at ya later!
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