Good Customer Service - Ecademy

PART 1
How many of you have gone into a business and were treated in a less than a positive manner? The receptionist was rude, the waiter or waitress acted like you were a burden for them? Have you ever left a business with the distinct impression that you and your business were not appreciated? How did you feel? In the past that type of bad customer service was reserved for government employees but in the last 15 to 20 years that bad attitude is starting to creep into all aspects of our lives. I don't know about you but I was raised to never be rude and to always be courteous, no matter what. I have been involved in customer service for 32 years and I have seen the cultural breakdown occur during that time not just in the employees but also in the customers. It seems that people are angry and do not have very much patience with someone not giving them the exact type of service they expect. My daughter and her fianc? have a paper route; they also each have fulltime jobs. They have had this route for one week and she told me that there is a customer on the route who has called the newspaper the last three days to complain that she was not getting her paper. My daughter told me that she knew that she had left a paper at that house everyday so today she used her cell phone to take a picture with a time/date stamp to prove she left the paper. I thought that my daughter had used current technology to prove she was doing her job was ingenious. I have to admit my advanced age is showing because I had not thought of doing that. My wife is a teacher and we were talking about the difference in the current generations: 1) Baby Boomers 2) Generation X 3) Generation Y. It is fascinating to look at the differences and how the different generations have different attitudes about life. It has caused me to rethink how and what I need to do when it comes to training my employees. Customer service was something I was raised to give just in my daily communication with people. That is not the current way the younger people are being raised so as a businessperson you have to focus training on these young people so that they become exposed to the concept of good customer service.

Charles W King
BBA / MAOM

Source: http://www.ecademy.com/node.php?id=180263

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