August 20th, 2010 | 
Author: I’ve often wondered why at least some customers think that their fellow human beings, who just happen to work for companies the customers visit, as punching bags to unleash their venom upon when things go too slowly, too quickly, or too anything. Since I’ve spent a substantial part of my career helping employees deal with aggressive, unreasonable and angry clients in professional and calming ways, I suppose it’s not surprising that’s what I think about.
More recently though, I’ve been shocked at some of the things I’ve heard “customer service professionals” (that would be consultants, trainers and advocates) come out with. Many of the statements sound good on the surface, until you think about the implications — the things they are asking of fellow human beings.
I think maybe it IS time we rethink customer service and keep in mind that it is a business function, not a right designated by some higher power, and that the relationship between a customer and an employee helping that person should be based on MUTUAL respect, and OBLIGATIONS on both sides, just as we would desire those things in any relationship. A customer deserved nothing more and nothing less and the same applies to the employee who is helping that customer.
When Kate Nasser wrote “An authentic smile changes everything. ” to her cohorts monitoring the #custserv hashtag/chat, not a person challenged that, and of course, on the surface of it, it makes perfect sense. It’s not “wrong”. It’s just impossible to do each and every time. Other comments on the chat by customer service “experts” have suggested that one is born to deliver customer service, as if it’s a religious calling. While we can argue about whether that’s true or not, once again, it’s just impossible.
This is rather scary stuff, where we have experts suggesting that one dedicate one’s life to delivering customer service, like it’s a priestly vocation, because it’s asking the impossible. It’s denying the humanness of the people who help us (or sometimes even ignore us) in restaurants, hotels, retail stores, professional offices).
I’m wondering if whether these customer service advocates should stop acting like customers and start acting like professionals themselves, and vend advice that is real, practical, honest and treats those serving customers as humans, NOT servants, and not slaves.
Shift To Balance
What I am advocating is balance. Customers are not RIGHT, and customers do not have entitlements, but then again, those employed to help customers don’t have entitlements to receive salaries and commissions if they are rude or treat customers badly. We need better balanced standards that protect the dignity of all parties, based on what is reasonable and fair, not on some weird confrontational game where customers are out to get all they can as cheaply as possible and customer service reps fight back — fire with fire.
One thing is sure. Something is wrong when customer service experts lecture on how one must be born to be a customer service rep, or that you have to genuinely smile each and every time. How about if we start with reasonable boundaries, and work to create reasonable expectations for customers, even at the expense of losing some of the more demanding unreasonable ones?
Stay tuned. Lots more coming on this topoic.
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Tags: 3 Responses to “Is it Time To Rethink Customer Service So We Stand For Something? #custserv”
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“Something is wrong when customer service experts lecture on how one must be born to be a customer service rep”. I couldn’t agree more, something is definitely wrong. The same way people think because you can talk, that that is communication. We say hire for attitude, teach aptitude, i.e., customer service skills, soft skills, whatever you want to call it. People may have a tendency towards service but need the tools and techniques to give great service.
Thanks for the comment. I think there is a “sector” out there in the world of customer service training where people have gotten confused between their roles as customers and their roles as helping others do their jobs more effectively.
It actually offends me that their idea of what constitutes “good customer service” is akin to the dedication a “good priest” has to his higher power.
Perhaps some of us have become so selfish as customers that we expect everyone to subjugate their needs and wants to ours. That’s a TERRIBLE message to send to any other human being who does not sign on for that kind of ride. When those people bring their self-centered attitudes to advise and train others, it doesn’t fly. Not only is it offensive, but it simply doesn’t work.
Preaching at customer service reps doesn’t make them into better reps, but it does make the trainers and the managers who hired them look like assholes.
As a customer, I want what I am paying for and I expect it to be delivered in a civil manner. If I get that, I tip / compliment / praise loud enough for management to hear. If I get more, I dig deeper / speak louder.
I managed for Domino’s Pizza and hit the 100/100 club in my first month even though some mistakes were made. This is because the MANAGEMENT follow-up was superb.
Not too long ago I went to a Japanese steak house where I was greeted by both an assistant manager and a business partner … and treated to a complimentary dessert.
Excellent customer service can be had without giving away the store OR ones dignity. Then too, there are some jerks who make lousy customers and should be fired.