"How may I give you excellent customer service." She Parroted into the telephone...and of course the answer was, "You've given up all hope of that with this canned and formatted approach. Chances are she hated saying it as much as I hated hearing it." "Customer Service is not the parroted good ideas of management consultants...but rather the inspired presence of people willing to serve...and believing they make a difference."
Customer Service programs always begin with a survey to determine how we're doing with our customers before intervention. The survey includes employee attitudes, customer attitudes, management attitudes, production and anyone else connected with your product or service. Then the real work begins...what would we like that attitude to be and is there a way to get there from here?
Customer service Is much more about "being" than about "doing". You can cover a multitude of sins of commission by your willingness and sincerity to make it right in the end.
The Customer most assuredly isn't always right...However, they are always our customer until we make them wrong.If the product sells itself then it had better Mfg., stock, track and deliver itself as well if we aren't going to pay attention to good customer service.
Your power does not come from making the customer understand your problems, it comes from you understanding and having compassion for their problems.
Common sense is the most uncommon element of today's customer service breakdowns.
When you are in service you are truly in your highest calling.
