This week on our Friends on Friday guest blog post, my colleague Warwick Merry shares a customer service story about how the customer should be taken care of and of equal importance, how well the customer treats employees. – Shep Hyken This is Rachael and Erin at the Virgin Australia lounge in Sydney. As someone […]
This week on our Friends on Friday guest blog post, my colleague Warwick Merry shares a customer service story about how the customer should be taken care of and of equal importance, how well the customer treats employees. – Shep Hyken
This is Rachael and Erin at the Virgin Australia lounge in Sydney.
As someone who does a lot of traveling, I have earned access to the lounge. Recently, when I was traveling home from Sydney to Melbourne, I asked if it would be possible to get on an earlier flight. Rachael and Erin found a flight leaving two hours earlier and were able to reserve a seat for me. Naturally when I asked, I was pleasant, cracked a few silly jokes and was even a bit playful. I figured they have a busy job – being nice was the least I could do.
They said to me, “If only all of our customers were like you.” I asked how “other” customers acted and I was amazed at their response.
While flying I have also witnessed some pretty atrocious behavior from my fellow passengers toward flight attendants. By no means is this poor behaviour confined to the airline industry. Most of us have stories of very poor behaviours from people who are looking for customer service.
Do you deserve good customer service?
Personally, I do not believe the customer is always right, but they are always the customer. But do customers really think they are helping the situation by being rude and obnoxious? In many situations the person giving service is paid a fairly low amount, is fairly young (so they may not have the experience or the resilience to deal with highly emotional situations) and deals with issues all day long.
So here are some guidelines on how to get far better customer service by acting in a way that deserves it:
If you can do these things, you will be far more deserving of good customer service – and are much more likely to receive it. It is not rocket science. In many cases it is simple courtesy and expressing your humanity. But it is forgotten far too often.
So do YOU deserve good customer service?
With a warm, witty and wonderfully entertaining style, Warwick Merry brings creative energy to events. Every presentation is an opportunity to share his enthusiasm for Getting More Success in our professional and personal lives. A strong corporate background blended with his wide ranging talents in a broad spectrum of genre, enables Warwick to bring real value to his audience.
For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Read Shep’s latest Forbes Article:
How Corporate Personality Helps You Connect With Customers And The Customer Experience
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