Greetings -
PART ONE of this was posted on yesterday,Thursday October 7, 2010.
CONCLUSION:
Now is the time to require respectable satisfactory service as a regular occurrence. Realistically, poor service will not be entirely eliminated but we can sure do more to urge significant decreases in what is already unacceptable performance. Responsible actions need to be in motion and continue until noticeable improvements have center stage. Lax service is on the rise because enough good people do not demand otherwise. What are we going to do about this failed system?
Responsiveness is significant in the business of customer service. It is less than professional to neglect consistent feedback and follow up with clientele. The skill of listening is essential in customer service relations. Also, consumers expect representatives to empathize relative to their concerns. A sure turn off is to respond to consumers with robotic answers in attitudes of disinterest. I am aware that consumers are not always right. Some of them can be obnoxious and unreasonable with their requests. Reasonably, the role of customer service specialists is to effectively and efficiently accommodate people with skill, care and concern. When matters escalate to places beyond the authority and capabilities of specialists, management should be summoned for resolutions.
Support should NOT be given to consumers who mistreat customer service personnel. I admiringly recall reading once about a restaurant owner, and how he handled some patrons who verbally abused members of his staff. The owner retrieved and gave to the patrons their coats, and informed them that it was not acceptable for them to treat his employees in such a way. He instructed the patrons to leave, which they did. The owner’s decision was an honorable example of respect for his staff. People are never entitled to mistreat others – no matter what the positions.
Dress code issues need attention in any workplace environment. Uniforms are the standard in some company operations. Uniform usage can be helpful in the prevention of unwise clothing choices. In places where uniforms are not worn, it is imperative to be aware of poor presentations for the business image. Tight, and revealing attire is not appropriate in any environment, however, in workplaces, management should require that personnel be decently attired. Huge earrings and lengthy curled fingernails are not attractive. Chewing gum does not bode well for professional business images. Individuality can be constructive but when it subtracts from environments in workplaces, it needs to be adjusted to comply with acceptable business presentation.
It is not professional to converse socially with
co-workers in the process of servicing customers. It is poor practice to indulge in side conversations when engaged on phone calls with others. If side conversations are deemed necessary, the proper procedure is to place callers on hold. In phone communications, when people are placed on hold, it is rude to say “hold on.” A professional response is, “hold on, please” or something similarly courteous. Upon return to phone lines, “thank you for holding” is an appropriate and courteous statement to make.
In days gone by, it was customary for business representatives to address customers by last names. It happens now that some of them address customers by first names. On one such occasion, a representative asked me if he could call me Sandra - my response was “No.” In business mode, it is my preference to address people by last names such as “Mr. Davis” etc. It is my preference, as well, in business mode, that people address me in such manner. The first name practice is acceptable if that is an agreed upon action.
When I was a Customer Service Specialist, I was trained to not allow callers to remain on lines for more than 30 seconds without returning to inform them of the status of work on their behalf. On occasions, it would be necessary to phone people back to complete the needs. I am sure that for many folks there is cause for concern relative to lengthy hold time experiences. Also, it is professional for people to identify themselves when answering business phone lines. For instance, “Precious Metals, Mr. Stanley speaking, how may I help you?”
It certainly concerns me that there are not sufficient professionals who execute well in phone etiquette. What I found surprising is that it happens when I am engaged with personnel of large or major corporations. Perhaps I am biased but shouldn’t the large corporations, in particular, do better? There is a major government switchboard operation where the employees answer the phone in a less than professional manner. When I worked in customer service and needed to phone there, it always concerned me about how the staff answered the phones. Initially, I thought that it was isolated. When it happened every time that I phoned that government switchboard, it was obvious that the less than professional telephone conduct is a practice there. Telephone usage has a definite need for improvement.
There is awareness that there are people whose intent is to regularly do contrary to what makes good sense. They make choices to be menaces. On our planet, dwell all sorts of characters; the good, the bad, and the indifferent. I realize that the words here will not result in absolute change in the manner in which customer service is conducted. There is belief, however, that these words are not in vain. People who sincerely care about decency, respect, and integrity will desire to be in league with those who purpose to do that which represents excellence.
Written April 16, 2010
Copyright 2010
