It should go without saying that providing excellent customer service is a good idea. Great customer service isn't necessary to run a profitable business...but it sure helps. However, it is worth noting that CUSTOMERS also should provide excellence. I keep thinking of the opposite of customer service, but I'm drawing a blank (suggestions appreciated). Here's the point...and you help me find a label...customers are part of the customer-service process. How customers interact with the service providers often dictates the experience the customer receives. As a customer, I often expect the business to provide excellent service (sometimes even demanding it)...but how much effort do I put into getting excellent service?
I personally have experienced poor service and returned that service with a scowl or ungrateful response. I also have found that a smile and a good sense of humor goes a long way. As customers, let's remember that the "front line" folks we're dealing with are people too...they have lives, stress, challenges, angry bosses, financial concerns, etc. Even if we're not treated as the most important thing in the world, perhaps a friendly joke, a smile or a "how ya holding up" will help melt a cold heart and give the service provider a reason to smile. And, as Dale Carnegie so often pointed out, we can influence people by giving them a reason to want to do for us.
It can all be summed up in the Golden Rule. Do unto others as you'd have them do unto you.
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