Recently I was talking with a client about one of his employees and customer service. The day before, I had presented the Moments of Magic™ customer service program and mentioned that I thought a gentleman in the audience was a skeptic. The client said he wasn’t skeptical but felt he knew everything I was discussing. […]
Recently I was talking with a client about one of his employees and customer service. The day before, I had presented the Moments of Magic™ customer service program and mentioned that I thought a gentleman in the audience was a skeptic. The client said he wasn’t skeptical but felt he knew everything I was discussing.
I responded, “Everyone already knows what I’m talking about.” He agreed, and I asked him, “So does this guy deliver great service?”
“That’s the problem he told me. He knows, but he doesn’t deliver.”
Most people would agree that they know what good customer service is. People know when they get it. They even know how to give it. Then why is it so hard to get people to do it. There are technical aspects to service, and sometimes there is training for a specific job on how to handle complaints, resolve problems, refer to the right people, etc. All of these are skills that are taught. But, from the beginning, good customer service has nothing to do with skill. It is all about common sense and, most importantly, attitude.
A seventeen-year-old kid was recently fired from a job at an ice cream parlor. I asked him why. His response was, “I didn’t say thank you.”
I asked if he didn’t say thank you once or did he not thank his customers all of the time. “Pretty much all of the time,” he told me. The boss wanted him to thank the customers when he handed them their ice cream. He said he didn’t have time. What! He didn’t have time to say, “Thank you!”
He went on to tell me, “After thinking about it, the manager was right. I should say thanks to the customer. It is the nice thing to do.” There it is. Common sense! You see, he knew. Everybody knows!
So, why doesn’t everybody do it? The answer is simple. They just don’t have the right attitude, and that’s okay. Not everyone is cut out for a job in front of the public. The old adage of “hire the attitude and train the skill” couldn’t be truer in this situation.
When it comes to customer service, you can teach and preach, but it all comes down to the employee’s attitude. So, hire right. Put the right person in the right job. If he or she has direct contact with the customer, realize that at any given time, that person will represent your company, your brand – your entire business!
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.
(Copyright ©MMXI, Shep Hyken)
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