Who provides customer service?
My definition of customer service: if you’re interacting with other humans in any significant way, you’re providing customer service. If the way you treat your customers or guests influences their decision to come back or not, you’re providing customer service.
Even though I have experience in retail, I’m not one to say that the customer is always right, or without fault. BUT I’m well aware of the fact that many employees can be (and are) very rude, disrespectful or disinterested in your problems – no matter how sincere you may be. Recently I’ve had at least two experiences where the employees felt that because it wasn’t in their job description, providing compassionate and patient customer service wasn’t necessary. A woman told me it wasn’t in her job description to do a [simple] task, and another man criticized me over the phone while his manager co-signed his statements, saying that because they’re not customer service, the standards are different.
Perhaps they long to be mere flies on the wall, who just answer the phone or are only polite to people who don’t give them a hard time. Or more specifically, if your job security isn’t depended on how nice you are to someone, you’re more likely to take liberties with patrons. Additionally, if the management is more lax about your behavior toward guests, then you’re more likely to have an attitude problem. Or finally, you have people who really don’t care and feel justified in how they treat you. Or a combination of all three.
Part of the reason this really grinds my gears is because at its core, customer service is essentially an act of service; providing for another in a way that they can’t provide for themselves. In this way, we’re of service to one another via blogging, books, films, Twitter/Facebook, in the streets, working in businesses both big and small. The list goes on.
Did you hold the door open for someone today? Did you pay a friend a compliment or give them a hug? Were you polite and patient to the hurried barista as the line led out the door? Did you think twice before snapping at someone who irritated you today?
To be of service is to acknowledge another person. For example: I often take the bus to get where I need to go, and will often say, “Thank you” to the bus driver on the way out. This created a chain of events in which everyone said “thank you”. He got us to where we needed to be safely and efficiently. To empower someone is to acknowledge them. To acknowledge someone is to empower them.
When you criticize someone unnecessarily, or feel the need to put them down, or be cruel to another person – you’re dis-empowering them.
Customer service, at its core, is about giving another person the tools they need to go about the world. Sometimes that means being nice to someone, sometimes it means listening. At its core, it’s about helping people realize that there’s good in the world, that people care, and that they’re not alone.
This is why good customer service is so important!