Comments – Death of Customer Service
by JULIA
I hope this will convince John that he needs to write for us more often! He generated quite a bit of buzz with his recent article on Customer Service! 
Check it out below and don’t be afraid to let us know what you think!
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Hiring good people is far easier than getting customer service out of them just by espousing it, or figuring that the good ones will come on board with a desire to adopt it. It must be the cultural core of the company, not just something HR Trainers talk about, to even the best of your people! Based on the amount of good customer service we see today that is not so easy to do if it wasn’t developed into the cultural make up of the company from early on. |
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Actually, I would take it one more step – Customer Service results are the product of the environment that the company creates – part of which MUST be the Employees that are hired. And yes, after all of that, training, management and, ultimately leading by example play integral roles… |
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Customer service is dictated by the type of individuals that a company hires. If companies are looking for boring negative people, then that will easily lead to bad customer service. One major key to doing it well is to hire upbeat and competent professionals. I suggest companies should consider investing to find the right fit. The returns could be astronomical in addition to really distinguishing your company from the competition. |
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customer service has been taken over by cost cutting and the greed of earning profits.. |
Poor customer service may be prevalent in department stores or high street shops but can’t afford to happen with independent boutiques. It’s all about customer service as far as I’m concerned. I have always been honest with customers, given regulars a % off their purchases and other similar things to keep them and show appreciation for their custom. Excellent article. |
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This is a great article, thanks for posting. I having worked in retail for many years, I know how important customer service is. It is a pet peeve of mine to run accross any establishment that has poor customer service traits! |
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To help customer is to help ourselves to get business. We make the breathing insole and located in Hong Kong. We are selling to Japan, Korea and Europe. I just pick up the business from my boss who retired in Oct last year. Therefore, I need to seek more new customer to support. Our breathing insole no the gel but with real airbag and patent design. Anyone who are interested in please contact with me or visit our website www.footscience.com. Tks Donna (Gabriel Co) |
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It’s not completely dead yet, although it is getting much harder to find. The positive side of this is that for those offering exceptional service, there is an opportunity to truly separate yourself from competitors. |
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Oh – that struck a nerve. Dry cleaners… Bah! But I get the general idea. I wonder how much of that attitude is bred by the business owner’s fear of being robbed by the employees. They put strict rules in place, primarily to avoid employees ‘giving away’ product or service at random but the lack of trust creates animosity or at least ambivalence rather than buy-in from the employees. If the person at the service counter is not empowered then we can’t really expect good customer service can we? |
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