What is customer service?
Really, what is customer service? Because I am getting to think some companies do not understand the concept and can’t deliver it. An easy definition of customer service is treating your customer well. Ahhh, yes we can agree with that but just treating your customers well is not good enough. We need companies to go beyond treating their customers well.
Customer service in 2010 is a function of how well an organization is able to constantly and consistently exceed the needs of the customer. If a business today is not able to compete on customer service delivery then it makes no sense entering the business world. The company would have missed the point and focus of what companies should deliver to their customers. Firms today display on huge scrolls their mission statements and vision statements in their establishments. They express how wonderful the customer is but somehow their delivery does not match up with the words.
On Wednesday March 3, 2010, my friend purchased two slices of cakes from Pastry Passions. They have outlets in Manor Park and Liguanea, all located in Kingston, Jamaica. Later on, I opened the package, everything looks presentable, glanced a bit; it looked good so I began to partake. After eating two pieces I noticed that there was plastic below the icing. I thought to myself “this isn’t right?” I have never purchased a cake and seen plastic below the icing. After some investigations, I learnt that they use the plastic to retain the moisture. It is used for cakes like black forests – the one we bought. Clearly the individual who applied the icing forgot to take off the plastic.
I recognized then that this must have been a genuine mistake. I can’t fathom a pastry outlet of the repute like Pastry Passions making this mistake.
In a situation like this you either accept the mistake and the disservice as normal or you report the situation. It is sad that I was willing to condone and accept this mediocre service delivery from a company when you have paid a nice chunk for a slice of cake. Many customers share this profile though. When something in the service delivery goes wrong they accept the wrong actions by the company as normal when it is not. We need to reach a level where actions like these don’t go unreported. We were so lackadaisical about it that I was able to convince my friend to eat the cake.
However, he decided to call Pastry Passions to report the case so that they were aware of the matter and that no one would be harmed. It would be sad and a bad tale to have a child swallow a piece of that plastic on the cake.
During the conversation, the representative from the company becomes irate. Not over the fact that this incident could have happened at Pastry Passions but was angry that the person reporting the matter had an attitude. This is a blatant violation and a health risk that could bring the store closed and you are giving the customer an attitude. I was upset because I expected better from Pastry Passions. They are all over the Jamaican media telling how good their cakes are blah blah blah. Truth be told, they aren’t that good. Even their presentation sucks because the cakes on display are messed up, the icing does not hold up. So when people can see flaws in your product and still have the guts to handle it and purchase your goods, giving an attitude should be the last thing on your mind. To bring everything home, honey, this was not a normal entry level employee dishing the attitude and insolent behaviour this is from one of the managers.
And that is the saddest part of the story. That a manager, who we will assume should know better, could have done this.
The night got better though. The cakes were returned. While in the Manor Park outlet of Pastry Passions the other manager stormed in, was angry that this situation all had happened. She apologized and it was accepted.
Customer service in Jamaica is at its lowest point. I think we have low regards for customers because as a people we have no respect for people. There are a few good people left. I wrote a blog post months ago that spoke about this topic. In it I shared great experiences I had, so I know great customer service delivery can be reached. It is not hard, it is not a stretch out of our imagination. We don’t have to wait until we reach on an airplane to enjoy it. Customer service should be like breathing, it’s that easy.
When I left school I was employed with the marketing firm and through another private sector firm was offering free customer service training. You need to read that again, free customer service training for their staff. All I had to do was to call up the companies and share the good news of free customer service with them and ask if they were interested. Would you believe that some companies turned the offer down? This training was not mediocre customer service training. They were getting training materials that they could keep all for free. I had managers on the telephone attempting to convince me that their staff does not need customer service training. I also want to share that the training sessions I did companies were surprised of the quality, the technique I used and some expressed I should continue. I am passionate about customer service. Three companies can be selling the same thing but what makes you stand out is how you treat your customers when they walk through your doors.
Do you say “May I help you?” in a dry tone, or
You walk over with a smile and say “Good morning, how are you?” (Wait for a response)
“I see you’re looking at jeans pants, what size are you looking for?”
I should not be shopping and screaming on top of my lungs “HELP”.
Customer service is something you either have it or you don’t. If you don’t have it, pray that you’ll get it. Because we are at a stage where if you ignore it, another company might steal your idea and do a better job at it. Do you have it? Customer service is history, it is in the past. Today, as customers we seek customer empathy. If the manager on the phone, got apologetic and really expressed his dissatisfaction with what his company did we would feel better to consume there again. With the way he handled the situation I am not sure I want to look through their panes anymore. Customer empathy is showing your customer how much you care about them. Because they would have cared a lot before to have reported how bad they feel.
Tips on providing great customer service/empathy
- Do not take criticism personally.
- Listen to the customer.
- Acknowledge that your company did something wrong
- If it is the company’s fault fix it.
- Do everything with a calm voice, mixed with a smile. It will go a far way.
- Never forget to make it up to the customer. Provide free service/gifts, because you want to retain this person.
Corve, I could not be more agreeing with you. This is my thing! I love it so much when employees in stores or where ever, give high quality customer services. And what is the problem with the ones who cannot give it. I mean, being customer services orientated, doesn’t cost anything. It gives so much back. The customers will come back. The people are having a good time. Being kind and respectful to others, gives you a warm feeling inside. It is so rewarding. I have the impression that, when people cannot give good customer services, they feel attacked or it is a power thing.
Have a great weekend!
Ellen
I don’t know why they can’t deliver it. I don’t think our standards are so high they can’t reach it. Saying good morning, I’m sorry is not difficult.
I couldn’t agree with you more.
If a person is not happy working where “they picked” to work….don’t take it out on others! I believe everyone has a bad day….but, not everyday! Customer service is EASY if one is satisfied with their job. If not, neware!
That word nees to be fixed to BEWARE!! Oooops! Thanks!
Thanks for your comment. It sure is easy to deliver but we make it so hard. It is no excuse if you are indeed having a bad day too. Just like you are happy to accept the cash delivering customer service should bring that joy.
This speaks to me because not long ago I had a horrible experience at the dentist that ended up with me being chased out like a dog as soon as they saw my illness condition. Keep in mind they had been given all the info but when my shaking and fainting hit they looked at me differently and chased me out of there in a cold cruel way… I agree with you, some employees need to be taught the most basic thing, which is also a basic human behaviour.
Where I work (state government) good customer service not only is expected, but required. Even though I don’t deal with the general public, only co-workers, I still treat them the same way I want to be treated, because quite frankly, if I didn’t treat them with simply common courtesy, I would be in trouble.
My view on customer service is somewhat different from most people, if only because I know how to act like a customer. I spent about 20 years of my life working in retail, so I know what’s it like to be on the receiving end of customer hostility/complaints. For the most part, I give the worker drones the benefit of the doubt, because they’re trying the absolute best to fix my problem to my satisfaction.
I do have brand loyalty with some of the things I use (oil companies, restaurants and wireless provider) because of the way they went above and beyond in solving my problem. Those who didn’t really care, didn’t get my business again.
Kudos to you for your efforts. More people need to practice what they teach.
Corve, I can see you are probably upset by this one, finding foreign particles in food is both embarrassing and upsetting for all parties.
I am glad you mention respect because it is a two way street-customer to customer rep and especially customer rep to customer. As much as a person might be right we have to understand that it is another human being behind that counter or on the other side of the phone talking to us.
Some customer service reps are downright rude and very indifferent to customers. A customer service job can be very demanding and stressful and is not suitable for some people. imagine your whole day filled with solving sometimes complex problems , dealing with a general public who can sometimes use customer service as a punching bag because they know the other person can not reply in a firm combative way, yes believe it some people do this.
I have to disagree with you some Corve, customer service is not necessarily easy because it really depends on who, what ,where when and how. Sure it is easy to smile take an order and make change “NEXT” but it is another thing having 10 angry faces in front of you wanting to know why thier bill is “x” when they only used “y”, furthermore the who internal system might be so so messed up, complex and confusing you can not give a good answer. If I sound like someone who worked in customer service, I certainly did.
Now after my long defense of the customer service person, I think is is fair to say that some companies/establishments are just poor in simple manners that does not even require any training-like simply acknowledging a question or request. I have walked into stores had to literally beg someone to have me spend my money with them. I went to a computer store this week to buy ink for my printer and the lady behind the counter looked like she was on her couch after dinner watching TV. Her who body language and response was very indifferent to my question.
Ever gone to public places where there is no real system in place and people who came after you is getting though. In this case you have to be shouting which I hate doing or know somebody , or put on a Jamaican dialect and gwan bad ina di place.
I heard many people say they would rather spend their money with Indians and Chinese because they are always eager to help you look for what you want when you go into their establishment. there is just no incentive to serve, no basic manners that we should have from childhood, it’s not their business and they are just waiting for a paycheck.
I will say however that I am not going to broad brush the entire Jamaica
I will say that even though there are many bad apple I honestly think the majority are fair to good. I have had more good experiences than bad with customer service, it’s just that the bad ones always stands out. This very post you made today is a perfect example of what I most business people should know about their customers-When everything goes according to what is expected hardly anyone knows about it. (For example had you been able to enjoy your cake than that would have been the end of it). The bad experience however will be drawn to light even more as you rightfully did.
I think if the manager you spoke to on the phone was more empathic, own the issue instead of worrying bout “attitude” (you ruining his/her ego then I could see this ending even better.
There are somethings in life that are corner stone even after all the hype, artificiality or worse “slackness”. Respect, something valuable,useful,listening, showing understanding etc
What worry me personally are the geographically monopolies (can’t bother go so far to the competition) The big corporate ones who are “too big to fail” with bad customer service, profits are good and business is growing in spite of bad customer service.
I agree with you 100%
I can’t believe how often we encounter customer service that is less than acceptable. I think many of us don’t ever even bring it up to the owners / managers of the establishments because we are a little afraid that it will just lead to more unpleasentness and no ressolution anyways!
What I tend to do is never again visit places where people didn’t provide at least basic levels of service, and I’m not afraid to badmouth a place where I really had unpleasant service. Why? – because I have worked in costumer service myself for 10 years now and know how to go above and beyond for my clients!
Mmm… Black forest cake. My favourite! lol…
As someone who works in customer service (kind of) I do see the other side of it – where people believe because they’ve paid a few bucks for a piece of cake (for example) they can speak to, and treat, another human being like garbage (not seeing that was the situation with you and your friend, but you get the picture).
It’s easy to forget that people working in service jobs are paid little and treated pretty much like a) slaves, b) scum.
I was in McDonalds about a year back and this man was literally screaming at the person behind the counter because there were no seats available. He finished his expletive ridden tirade by saying, “This is why you work in McDonalds,” or something similar.
I do witness these “dehumanising” episodes of low paid staff and they really stick in my head. It’s a toxic by-product of capitalist society – the so-called mantra of “customer service” often translates as “I’m better than you, and I’m going to treat you like a doormat, just because I can.”
On the other hand – I’ve been on the receiving end of bad customer service when the company is blatantly in the wrong, and I’m trying my hardest to be nice and understanding.
It’s a tricky one!
Thank heavens there is another perspective.
Too many times people will think that because they have spent a few pennies somewhere they have the right to speak to and or treat the customer service person as less than human as if the person who was supposed to help them was void of feelings and didn’t deserve respect. If most people realized that all of us work in customer service, unless we’re manufacturing something, then maybe we could treat others as we ourselves would like to be treated. I have always found it was much easier to get what I wanted by letting the customer service person know that I wasn’t there to fight but to come to a satisfactory conclusion for both of us.
impressive writing,
you have made great points on attitude, language, inscluding body and verbal, and more…
Enjoyed your wisdom behind it.
I hope I would have changed one perspective.
The situation isn’t much better in America my friend.
The general attitude of companies and the general expectation of customers is you are going to fork over your cash either to one company or to another you believe is their competition and you are going to get as little as humanly possible not only in the way of product or service but customer service as well.
The mind set is that you have to purchase your product or service from somebody and if its a company that has no competition, like say a cable company, you are treated like an idiot every time you call and you expect to be.
Very true! I have already written many posts about this blasting stupid CSR’s (reps).
You will probably experience hell with online CSR’s one day too
Hopefully they would have read this and changed their attitude before.
Good post Corve! It’s all about RESPECT if you don’t have it,you really don’t care how you treat people. Enjoy your day.
Have a great day as well. Thanks
Corve! I love this article, that’s why American famalies of a certian caliber shop at stores where attendants get a comission based of the money spent and products bought, sadly as an African American, stores still have horrible customer service, it will be my pleasure one day, to shop in a store with someone who has horrible customer service, ( in America, most white, yea I said it, act like African American’s don’t have any money,) and find me an older balck lady or black man working in the store, and shop to my heart’s content. I know someone who spent $20,000 in a store at one stop, I guarantee you, the attendant who offered felt awful, in fact she sat thier and cried, because she realized she was not going to get the comission, there is no excuse for rude customer service, if you are paid to help others, then do so with a smile, it’s gotten really bad in America too.
It is a wise company that values feedback ‘coz the aim is to help improve service etc. I do make it a point to point mistakes out and hopefully, they appreciate and look into the complaint.
I guess CS is going down like every other service..banking, mortgage, medical, and so many others..I report hings sometimes but not all, it depends on the specific incident..I guess it should always be reported to prevent it from happening to another..!