Somewhere over the past few years the level of customer service and etiquette has officially seriously died in this world. I remember when customer service was the biggest value stressed by all types of industries along all levels of employment from front line employees all the way to Csuite.
Simple customer service can significantly overcome most issues that arise on a daily basis. It is amazing how simple some good customer services moments can overcome alot of issues.
“It’s not my job” The absolute killer of all aspects of customer service. This one statement is the absolute destroyer of any good experience someone can have. If there was one phrase to express the worst thing anyone can say, it would be that phrase. It flat out shows no regard for someone and their needs.
Just do it
Would the world be a lot better and nicer if everyone would just do their job. If everyone would just do what is expected of them, there would be significantly less bad experiences and poor outcomes.
All it takes is some pride in what you do and to have the expectation of treating others the way you would like to be treated. Actually fix that statement……..treat others as if it’s your family member.
It should not matter who is looking
Too many times you consistently hear, “Do this or that….the boss is here”, or in the Skilled Nursing World “The State is here”.
If you do what you are supposed to be doing it does not matter who is there. This mentality directly correlates to good customer service. If you do what is expected of you most issues take care of themselves.
So who is responsible for customer service?
Optimal customer service needs to start at the top of the organization. There needs to be a culture of customer service developed that includes all customers. All customers means employees as well as anyone that has interaction with your organization.
There also has to be continual monitoring and education of staff for refocusing to the values you want to project.
Take the time to learn from others
One of the best ways to improve your organizational customer service is to learn from some of the best known companies for customer service. There are many different companies that can be learned from. One of the best ones to learn from is the Walt Disney Company. They not only exemplify what truely good customer service is, but have built a culture around it. They are so well known for their level of customer service that they even run workshops to teach others how to instill this type of culture in their buisness.
One of their retired executives, Lee Cockerell, even wrote a book about his experience in as well as developing and fostering that tyoe of culture called “Creating Magic “.
It all starts with you
Remember that change and accountability start in one place, you. So go out and be the example, make the change in your demeanor and interaction with others to foster the best culture of customer service you can. Change starts with you so make the first step.
