Serve others! It escapes the many in the business as they prepare to handle this subject on the defensive rather than in the greet and meet mode. Progress is always being made but holding to a high standard is always hard, consistent never-ending work. Why? Because it is people that have to serve and be served & they all tire of it at times
ONLY A MACHINE
This is where robotics, script & programming comes in handy as they just take the same footprint that seems or appears to work & repeat it every time believing that issues are being addressed. That's is what is behind automated systems that try to help by asking you to answers questions before they act..
PUSH ONE NOW
If automated, you are instructed to hit the pound key or the asterisk along with numbers as instructing by a machine who also pushes the limit by repeating what we did and asking us to confirm. We humans like to go with the flow which means one on one with our like kind not some programming substitute
HOW CAN I HELP YOU?
Then there is the human contact rep who is available but not well-trained & who is provided with pat answers to your real inquires. When challenged, they listen politely, apologize & then repeat what they have said to offset you. They kill you with kindness but no results. You beg for a supervisor at this point
IS THIS A SUPERVISOR?
Asking to speak to a supervisor is a dicey proposition. First, they are not readily available. Second, it implies the employee is not handling their job. Third, who knows what they have been pre-briefed on & lastly while they may identify with the caller their hands may be tied by policy. At least you can vent
FAQ'S MAY SOLVE IT
Some companies direct you immediately to their FAQ'S either online or on the phone wanting you to help them help you by you searching for the right response (they think) can help you. Who has the time to do all that? Well many companies today don't have the time thus they use these approaches
CHEAP OVERSEAS HELP?
Here we get 24/7 contact but unfortunately you run into poor communications and lots of friendly talk as well as wait times and eventually policies set in stone. But at least they were available? Pass on this
Who hasn't tried to contact their cable company quickly and efficiently? I place a call to a Mazda service center & got a recording? Many are not contactable. A company wants to keep as much money that they can make. This is their leakage & as a result they minimize it. It also may cost them business
SOME BETTER THAN OTHERS
Not all companies excel at putting you off, not being available, running you around or stone-walling. I am pleased to say that Costco gets right to it (in person) no questions asked when within policy. Disney used to be very accommodating but was quickly taken advantaged of once people figured how to do so. Ikea is outstanding with their no questions asked how can we help you policies
The public at large is no easy task to take on in all fairness. How can one rule apply to every single person, circumstance or event? Furthermore, certain people at large are always scheming to go-around policies and beat the establishment if they can for a myriad of reasons. So how to tell the difference?
RIGHT or WRONG?
Even in person, there can be doubt but a choice to be made when various disagreeing factors all get together. This happens often in Real Estate where large amounts are involved & peoples emotions run high. Of course everyone is right & everyone is wrong. It makes the rounds wearing down everyone
JUDGE: LITERALLY SOMEONE WHO MAKES A DECISION
Judges have a tough time trying to incorporate justice and fairness into the black and white of the law and all its complications. What chance does an ordinary person have in the legal realms? They don't thus attorneys are for hire. Same with the medical and insurance fields too. Expertise is required
HELP & HOPE
One thing that we all have to agree on and practice until it hurts is the fact that CUSTOMER SERVICE is a service industry and not by words but by deeds regardless of the outcome. Courtesy and manners drive the bus and all hope for a good conclusion. Who can really say & it remains to be seen but hoped upon
THIS MAY HELP (pun)
The reason? Many go through great lengths to be heard and I want to hear them. I believe the majority. The rule for me that helps is as follows: THE CUSTOMER ISN'T ALWAYS RIGHT BUT THEY ARE NEVER WRONG seems to help in a tight spot. However even this can be pushed to the limit!
A wise thing to do is to include customer service loss (?) in your business the same way some businesses account for theft and write it off leaving no doubt that not only all was done but that a form of a karma may exist in the now and in the times to come