5 Killer sins of Customer Service
In any field where you have to provide customer service to your customers you can also force them away from you, company, location, & etc. And it’s usually because of 5 sins of customer service that you or your officers may be committing.
While these sins won’t get you consigned to eternal hellfire they may well force the company to go belly-up. And that would allow for lost jobs and reputation for both you and the company.
Is it impossible to recover from these sins? It’s never impossible, but it could be more than just an uphill battle. In some respects it may be like ascending Mt. Everest.
And it will certainly feel like it if you lost customers in the process of bad customer service and committing these sins. But without any further ado, let’s get on with it:
While it is not an excuse, we are all human and therefore we will have a bad day once in a while. But having a bad day is no excuse or reason for continually providing poor service.
No one can change your delivery of service (attitude) but yourself. We need to ensure that we start the shift with a positive attitude and maintain it throughout the day, no matter how long it lasts. And some shifts, whether security, hospitals, retail during Christmas, or law enforcement can work interminable hours.
- Do I Look Like I Care?
- Lint on the Shoulder they portray this by looks, attitude, and actions. Simply put, you brush off a client/customer/visitor by telling them something like ‘That’s not my job’, and then turning away to tend to other duties or ‘busy work’.
- South Pole This can be defined more by body language than words.
- Doh! Do you like being talked to like an idiot or an uninformed dolt? Of course not. Customers/clients/visitors don’t like it either. Take care that you don’t talk down to the patients, visitors, and employees because it will be remembered.
- I, Robot You greet all visitors the same, you tell all visitors the same, and give them all the same smile.
- By The Book This is where what the company or officer wants takes precedence over what the visitor/patient wants. Is by the book necessarily bad? No, but provide quality service when you do.
- Exercise Time Everyone has had this experience either with a bank or some level of government. No one can or is willing to give you an answer for anything and they keep passing you around to another department or person or department or person or department or person or department or person or……………………………
Now the question becomes; how can you recover and become a customer service superstar in your field? That answer may be both hard and easy. It may be hard because you have to a concerted effort from everyone.
And by everyone I mean from the C-suite on down to the people at the ground level. And easy because you may need to hire a consultant or hire a specialist to monitor your progress.
And another surgical maneuver to use is to hire ‘secret shoppers’ to go around and grade your people. Yes this seems like a cliché’ to use secret shoppers but it can and will work.
Lastly, are you committing sins of customer service? Do you have the processes in place to discover and rectify them? Let’s hope so.
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