These articles could benefit from a short introduction.
If taken out of context the perspective may seem to have a negative position.
The purpose of these articles is to help the individual customer service representative in dealing with some of the challenges of this role. It can be a difficult role and the people that excel at it are truly great folks.
There is no perspective here that people are generally difficult to deal with nor is there an assumption that one cannot just have a good time in customer service. It is a great field in which to meet all kinds of really interesting people.
So, why these articles?
Let me ask you this - do you always get warm, friendly greetings and super helpful and caring customer service in all you consumer experiences? No, right?
Secondly, have you ever switched from one service provider to another or cancelled your business with an organization because of a bad customer service experience?
If these conditions exist, there must be a few people in customer service that are not happy in their jobs and somehow find ways to justify poor or discourteous service.
That is what these articles are designed to address.
The school of "wow them" customer service will never arrive and be embraced by someone who doesn't like to feel like a servant and who thinks customers are difficult or annoying and that his job is degrading.
These articles are designed to remove the barriers to arriving at a high level of customer service and to make it abundantly clear that to do anything else is unethical and not even workable.
I have worked in customer service for a long time and trust me, people working in this industry complain and speak disparagingly about customers as an almost normal action. Not all of them but plenty. And not all the time but often. By these actions they are seeking to justify their poor conduct and to make it OK to have been rude or unhelpful to the customer.
The goal of these articles is to remove the barriers to genuinely friendly and helpful customer service.
Stellar levels of wowing the customer can naturally occur and all with integrity no matter what the situation or provocation once these articles are understood.
I hope you find these of some service.
Myles
If taken out of context the perspective may seem to have a negative position.
The purpose of these articles is to help the individual customer service representative in dealing with some of the challenges of this role. It can be a difficult role and the people that excel at it are truly great folks.
There is no perspective here that people are generally difficult to deal with nor is there an assumption that one cannot just have a good time in customer service. It is a great field in which to meet all kinds of really interesting people.
So, why these articles?
Let me ask you this - do you always get warm, friendly greetings and super helpful and caring customer service in all you consumer experiences? No, right?
Secondly, have you ever switched from one service provider to another or cancelled your business with an organization because of a bad customer service experience?
If these conditions exist, there must be a few people in customer service that are not happy in their jobs and somehow find ways to justify poor or discourteous service.
That is what these articles are designed to address.
The school of "wow them" customer service will never arrive and be embraced by someone who doesn't like to feel like a servant and who thinks customers are difficult or annoying and that his job is degrading.
These articles are designed to remove the barriers to arriving at a high level of customer service and to make it abundantly clear that to do anything else is unethical and not even workable.
I have worked in customer service for a long time and trust me, people working in this industry complain and speak disparagingly about customers as an almost normal action. Not all of them but plenty. And not all the time but often. By these actions they are seeking to justify their poor conduct and to make it OK to have been rude or unhelpful to the customer.
The goal of these articles is to remove the barriers to genuinely friendly and helpful customer service.
Stellar levels of wowing the customer can naturally occur and all with integrity no matter what the situation or provocation once these articles are understood.
I hope you find these of some service.
Myles
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