I recently received an email from a woman, questioning why customer service issues seem to be upside down -- doing a job correctly and politely anymore generates awards and high praise, while just shuffling through the motions without thought, friendliness and service is accepted as standard.
She's right ... it is upside down. We are so used to not receiving service, let alone GREAT customer service, that when we do get it, it stands out in a noticeable way. And while we may grumble about a lack of service, we don't do anything to change it.
So to quote Gandhi, "You must be the change you wish to see in the world."
Obviously, this means offer friendly, outstanding service yourself when you interact with others. But more than that, when you encounter a negative situation, speak
up in a polite, friendly and professional way, briefly explaining what the
problem is/was and why it was unacceptable. Offer a workable solution. If anything, you will feel better
knowing that you made the effort.
In turn, a positive, outstanding service experience deserves recognition from you, the customer, so take a few minutes and write a letter of praise! It may or may not have an impact on management, but more importantly, it will make a difference to the person you are writing about because you are recognizing and thanking him or her for their conduct.
That doesn't happen a lot anymore and it's positive reinforcement that has a personal effect.
|
|
Remember...
I don't know where this marvelous quote came from but I find it appropriate to so many things in life ..."every drop of water
shapes a stone".
Your voice can have an impact, so use it to make a difference.
|
