Customer Service Series Part 1: Can a College Degree Actually Undo Everything Your Mother Taught You?
I went to a Walgreens this morning to get a prescription for my son filled. The gentleman behind the counter was apparently very busy for quite a few minutes, too busy to even look my way even though I was standing a mere 3 feet away from him. There was a mix-up, he didn’t know quite how to handle the payment since I had one of those promotional/discount cards. All in all we interacted for about 10-12min.
He never once smiled at the customer standing in front of him – in this case me! I looked at his badge and it said Assistant Pharmacist. I then went to the front of the store to pay for my other items and the lady behind the register was all smiles, all attention to the customer and their needs – in this case me!
Too many professionals and, too many organizations for that matter confuse customer service with Customer Service. The latter is an occupation, like doctor, receptionist, or bus driver. Though each professional has a very different set of tasks and responsibilities they perform on a daily basis, customer service is a part of everyone’s job description.
- Have you smiled today?
Didn’t our mothers teach us to be courteous, gracious, polite, well-mannered, long before we ever chose a career?
Good customer service is all about bringing customers back. It should permeate everything you do, every interaction of every employee with every client/customer. It is the lifeblood of any corporation. Treat your customers bad and they will seek service somewhere else. It may come as a total shock to you but there are SEVERAL other companies, professionals, service providers they can go to for the same product/ service you offer.
I know, alarm bells just went off, right? You just got scared, very scared. It’s OK, take it easy, breathe, calm down, there’s a solution for this too.
In part 2 of our series we will discuss the 25 Good Customer Service practices you need to implement to ensure your clients keep coming back.
Stay tuned.
Monica F
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Comments
You just hit on one of my biggest pet peeves! What else annoys me? When the cashier checking me out at the grocery store has a conversation with the bagger the ENTIRE time she/he's ringing up my groceries! At least acknowledge my presence!
This is one of my pet peeves, not acknowledging someone's presence. I don't think it has anything to do with education level. I'm of a generation where you acknowledge someone who comes up, even if you only smile and hold up the "wait a second" finger… I've notice the younger generation seem to act like if they never look at you, you'll just go away or something.
I'm from Pittsburgh where people (and I've even done this) will walk you (or drive in front of you and lead you) to the place you're trying to find. When I go elsewhere, the rudeness just stuns me.
Karen,
Here's how I feel about that – Arghh!!! 
I don't know, going out on a limb here, but it might be a good idea to also make it part of their training that – not only is it rude to ignore your customers while you're checking out their purchases and too busy chatting with your friend but, well… you really shouldn't be talking bad about the customer that just left either.
Not a good impression, no.
Monica F
To all the busy people out there; it really doesn't take much to let someone know they're not suddenly invisible, you DO see them and, you'll be with them as soon as you finish what you were tending to. Here are just a few suggestions:
- The "wait a second" finger
- A smile
- Eye contact
- An "I'll call you when I'm done" gesture
Not a lot of creativity involved as you can see, just courtesy and respect for the human being waiting on you.
Monica F
Hi Monica,
Good article on something so important! It is amazing how many people do not understand the power a simple smile can have on another person. It even has power over the person doing the smile (for many smiling actually helps to relax a person). Customer service is key to having repeat customers if that is one of the goals of the company or service provider. A smile is the first step in that alright. It is probably one of the cheapest as well.
Thanks for sharing and take care!
Gil P.