This is a question I keep hearing as I work on this blog. It seems that no matter where you go, that companies pride themselves on putting the customer first, but that doesn't really seem to be the truth. I have found nightmare stories from telephone customer service operators, to in store employees. But I have also read some amazing stories of how an employee went well beyond their job description to make a customer happy. 
When I got into retail in the early 90's, customer service was king. Empowerment for employees to that end, was almost unlimited. Recognition for the individuals going above and beyond was common. It was a time when companies realized it was their people and their people's ideas and successes that drove the company's success. Southwest Airlines exploded by taking a radical approach to customer service. At the same time they also took a radical approach in the treatment of their people, doing such things as "costume day". Work was fun, when it was work. What happened?
Did we get too good? Business boomed. The economy skyrocketed. Growth and expansion happened at a blinding pace. Every business sector was experiencing record setting growth. And then it all seemed to come to a screeching halt. Now there are stories of terrible customer service, and there is a person for every business saying, "I would never do business with them again!". Is that a reflection on the pessimistic view society has towards our economy? Or, did we get so caught up in our own growth, that we forgot about our people and our customers?
My approach is: WHO CARES?! I once took a leadership class that pointed out that a great leader can present a vision, both short and long-term, that will drive people towards success. It also stated that that leader knows and remembers what tools they used to gain the successes they had already enjoyed. It doesn't matter what is wrong on the "outside". On the inside, I remember when employees were recognized (even if just by having their name in print in a newsletter), customer service was so good, it was almost annoying. People accepted their empowerment and really did whatever it takes to satisfy their customer. That is what customer service is all about.
So, to answer the question: No, customer service is NOT dead. It is an art that has been lost over the years when employees were asked to move faster and faster, and try to at least deliver "service with a smile". Now, there isn't a company that will admit that, but that was the reality. We need to "remember" how we got so successful, and deliver that vision to those around us. The customer is king, and we need to treat him that way!!
"Do what you do so well that they will want to see it again and bring their friends." -Walt Disney
When I got into retail in the early 90's, customer service was king. Empowerment for employees to that end, was almost unlimited. Recognition for the individuals going above and beyond was common. It was a time when companies realized it was their people and their people's ideas and successes that drove the company's success. Southwest Airlines exploded by taking a radical approach to customer service. At the same time they also took a radical approach in the treatment of their people, doing such things as "costume day". Work was fun, when it was work. What happened?
Did we get too good? Business boomed. The economy skyrocketed. Growth and expansion happened at a blinding pace. Every business sector was experiencing record setting growth. And then it all seemed to come to a screeching halt. Now there are stories of terrible customer service, and there is a person for every business saying, "I would never do business with them again!". Is that a reflection on the pessimistic view society has towards our economy? Or, did we get so caught up in our own growth, that we forgot about our people and our customers?
My approach is: WHO CARES?! I once took a leadership class that pointed out that a great leader can present a vision, both short and long-term, that will drive people towards success. It also stated that that leader knows and remembers what tools they used to gain the successes they had already enjoyed. It doesn't matter what is wrong on the "outside". On the inside, I remember when employees were recognized (even if just by having their name in print in a newsletter), customer service was so good, it was almost annoying. People accepted their empowerment and really did whatever it takes to satisfy their customer. That is what customer service is all about.
So, to answer the question: No, customer service is NOT dead. It is an art that has been lost over the years when employees were asked to move faster and faster, and try to at least deliver "service with a smile". Now, there isn't a company that will admit that, but that was the reality. We need to "remember" how we got so successful, and deliver that vision to those around us. The customer is king, and we need to treat him that way!!
"Do what you do so well that they will want to see it again and bring their friends." -Walt Disney
Customers are king.....? Yes, it is important to treat your customers well. It is important to smile and offer "service" I feel that because so much of what we have done in the past to "serve" customers has been replaced with pre-recordings and push here to speak about your account and press 2 to blah blah blah.... Watch out soon you will be talking to a plastic girl in your favorite department store and you will need to push body parts to communicate with her.... ohhh shit they already have those in scottsdale Plastic girls that is....
ReplyDeleteNice blog.... keep up the good work...
Gina