Sunday, September 13, 2009

Customer Service 101

Upon entering some establishment, we were welcomed with greetings uttered with passion. As soon as such welcoming was delivered, they proceeded with what they were doing as if the greeting was obligatory. I didn’t feel the sincerity. Though, I didn’t bother. Some sensitive customers would have reacted…

While the misconstrued saying “The customer is always right” gives customers prerogative to loftiness, it gives service personnel conscientiousness to servitude.

What is discontenting about this though is not the sense behind it, may it be politically right or otherwise, but the unlikely nature on how the workforce applies impartiality regardless of the situation it represents. Modesty and patience are considerable factors. These attributes are relatively important when interrelating with people from different walks of life.

Accordingly, working in an environment where consumers as customers are the main source of an establishment’s bread and butter, they also deal with ‘indirect customers’ so to speak. Paying customers are at times overbearing because of wanting to get their money’s worth. Be that as it may, more often than not, customers are assisted when seemingly about to purchase. The point is that, quality customer service (QCS) is not selective. Thus, sincerely assisting or as simple as smiling and greeting even just a likely customer (‘window shopper’) make them feel welcome. Reversing the situation, as customers, these service providers would probably want the required attention due them. Though being on the other end, it is their responsibility to offer that kind of service.

Yet, what exactly is a customer? Given the fact that it is not just those who pay, people they do business with (or service for) are considered their customers. Rendering service to a customer should be objective irrespective of one’s status in society. Interacting with these people in any way does not mean lowering one’s stature for the other party’s gain. It is advantageous to them as well considering it is an assurance of patronage and sustenance.
Therefore, in manifesting “How may I help you?” verbally or as corporal as it may, it should come from the heart. A greeting that sounds scripted and practiced as a compulsion ruins its essence. As the company’s emissaries of goodwill, QCS should be second nature. The transformation should be as inherent as that of their second skin.

Come to think of it, a good training on QCS is outwardly provided in a work environment they’re in. Correlating with superiors perhaps, subordinates or colleagues alike gives them an overview on how to be of service to anyone notwithstanding the difference. When either they comply with an instruction or the one that gives directions, they should fairly carry it out. Pride is set aside if only to provide service the best and fairest way they can. As aforementioned, it is not how degrading to them but it is how modest they become. It is not a prideful exertion of authority but a leading servility.

No comments: