February is Customer Service Awareness Month

by todaystrainingblog

No, it’s not an official recognition month that is designated by anyone, but maybe it should be. I am calling it this simply because I am going to use this month to post most of my thoughts about customer service in this arena.

Customer service is something that virtually every single company believes that it has. And of course, theirs is, obviously, better than the competition. Well I’m here to say that it tain’t so. Companies are mired in quicksand of their own incompetence of customer service.

Some have absolutely no clue about what it is. Some used to have it, but have been so corporatized that they have lost it. And unfortunately they have no idea on how to get it back. And just as unfortunate are the companies who never had it in the first place but still insist theirs is the best, and we all know who they are.

I hope that this month, unless interrupted by other security issues more pressing, will provide some insight on customer service, at least as I see and believe it should be delivered.

Let me start off with saying that the customer is not always right. There are many times when the customer is wrong. Whether that is in their way of thinking or their attitude is unknown, but they can be wrong.

And how can the customer ever be wrong when the fundamental line that has been embraced for decades is that Rule #1 is the customer is always right. Rule #2 if the customer is wrong refer to rule #1.

In my nearly 33 years in the security field I’ve ran into many clients and companies that were just out and out wrong in both their attitude and thinking. From Wells Fargo who kept an abusive District Manager/Vice President around because he was successful in growing the company.

To the clients I had at Allied Security that insisted on things that were against the law and made the Branch Manager/Operations Supervisor/Account Manager invent answers and excuses that made it legal. It was unfortunate that it stayed hidden, or they would not have been in business to merge with Barton.

To ABM Security who liked to make ethical decisions which were contrary to my personal sense of honor. That’s why I only stayed a month. And on and on it goes for my entire security career. They all purported to have customer service skills but in reality…

So, with all the ‘book learnin’ I’ve done, on my own, I decided to put together this series of posts in one month. It is a precursor to a book that should, hopefully anyway, be out soon, in a few months. I will announce it here.

So, look for all the posts this month on customer service. Here is a partial list of what I’ll cover, from a security stand point of course. In no particular order;

  • Value added service
  • Perceived value
  • Internal and external customers
  • Varying levels of customer service
  • Sacred cows
  • Getting the job done – right

As always thank you for reading these posts. And I hope you will read them and the evaluate your service, or your company’s to find out if you’re doing the things you need to and for your customers.

Do it your own way and don’t worry what others say or do

John Madden

 

Robert D. Sollars is a recognized expert on security issues, specifically workplace violence. He’s spent 32 years in the security field. Contact him at 480-251-5197 or Visit his Facebook page, One is too Many. Here you will read about other items related to security & WPV issues. Or be a twitter follower at @robertsollars2.

I May be Blind but my Vision is Crystal Clear