February 25, 2009

Three principles that improve customer service

Instead of dealing with the lady who carries an attitude, I’d be happy to deal with a touch screen that displays an interactive menu and takes my order. That way I would have enough time to scan the menu, make my choice and place the order.

Principally one of three things make people unhappy and sometimes angry at work (specially customer service):

• an excessive work load,
• bad supervisors, and
• bad-tempered customers

Remedies?

1. Adopt computing technology that makes it smooth for customers to deal and interact with your business. Automate for productivity.
2. Educate supervisors that front-desk staff are humans and they need to be taken care of - persist! All humans need adequate breaks and appreciation. Persist.
3. Get rid of bad tempered customers. Move them to a room to discuss their matter away from other customers. They not only insult and disregard, but also affect the environment of your store. Find a quick way to settle their matter. Tell them to never come back!

À la carte

• Default set to discounting?
• Do you know your customers?
• When does the week end?
• What’s a quote worth?
• The problem with the sales process…