Is Good Customer Service a Dying Art?
In today’s crazy and upside-down world, customer service and I mean really good customer service, seems to be something people have a hard time with. Why is that? Are employers hesitant to train employees properly because they feel the employee may take the first opportunity and bolt for greener pastures? Are the employees being stubborn and only willing to do the basic job (and sometimes even that is not good)? Whatever the reason(s), good customer service is NOT what it used to be.
Are we so accustomed to receiving bad customer service that we figure that’s the norm now? And aren’t we surprised when someone does actually go above and beyond to help us out? What exactly is customer service? Well, basically anything we do with or for a customer can be considered customer service. Our greeting, handshake, how we listen to them, how we solve their problem, etc., all make the difference between giving great customer service or having them walk out frustrated and mad. It’s not that difficult but I will say that today’s customers are more savvy and demanding of a higher level of service than ever before. With all the choices given to consumers, if you or your company cannot provide exceptional service performance, OUT YOU GO and it’ on to the next store. If you’re not improving, then you are falling behind, because in today’s demanding marketplace, not only must you have outstanding and exceptional interpersonal, relationship and communications skills, but you are also expected to provide valuable knowledge, experience and expertise to your customers.
Good service training can help your business and bad or no training can kill your business. Simple as that. And yes, some people are more personable and able to deal with difficult customers, while others struggle because they may think the customer’s demands are stupid or unreasonable. Is it a tough line to walk? Absolutely! Is it worth it? Again, absolutely! And maybe working retail is your first gig in the work world. It is certainly a great training experience, as you learn to deal with many different personalities. Let’s look at it this way; a person who feels appreciated will always do more than is expected, no matter what or where they work. Everyone wants to feel validated and paid accordingly for doing their work. Can the Chamber of Commerce help your business? Give us a call at 306-463-2320 and we can come up with a plan to help you.
Kevin Martin
Executive Director Kindersley’s Chamber of Commerce
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