Service Soliloquy - 18/8/2012

Three things you should not do to a customer:

There are so many things never to be done to a customer. In my own view, any attempt to do them is not just counterproductive but suicidal for organizations that claim to be customer centric. It was in responding to a blog request that I recalled from some experience that customers don’t want to get this kinds of treatment from the companies they patronize.

1.       Never tell a customer he is stupid

Normally, common sense should have warned any employee never to attack a customer verbally, but customer service professionals yet fall into this abominable malady. An earlier blog article of SuccessDrive mentioned how an employee repeatedly and overtly attacked a customer with blatant insults. He was approached about his unruly act but he never regretted what he did. Instead, he tutored the observers of his dastardly act on how never to annoy an employee under pressure. Can we then say that the customer needs the employee more than the employee needs him? No! This employee already lost it. He had written his own sack letter which will manifest soonest. This is not being negative or pessimistic; he should have known that the business is existent to serve the customers. When the customers refuse to come, the business will close shop and he has to stay at home.

2.       Never toss the customer around

The customer is king is a common cliché used in business circles. Do businesses really mean it? If yes, then how many employees have turned their kings to and fro in the name of serving them or responding to their requests. It is anomalous to push a customer around. Employees are there to direct the stranded customers to the exact table where he would be served. What we find in most organizations are employees who readily turn the customers back because the customer failed to do it the way they expected. And yet, we keep saying these same customers are kings. Who is fooling who? Customers know those organizations that are lying about serving them excellently and will stop patronizing them gradually.

3.       Never argue with the customer

Customers do not like to know they are wrong. And if you must tell them that they are less knowledgeable about an issue, it has to be done with respect, empathy and understanding. That way the customer will not get offended. Many organizations have encouraged their employees to fall into the taboo of arguing with customers either because they refused to train them or sometimes because they roll out controversial policies. It is very important for businesses to take cognizance of the fact that, a well appreciated customer consistently treated with respect will market the company positively. He is sure to tell others about the excellent service in what is known as “positive word of mouth.” This only suggests that, instead of arguing with the customer, employees should listen more to understand the customer’s plight and offer alternative solutions that would get his problems solved.

Many of the customer service failures occur because employees are not trained. Sometimes they also occur because the companies are not really concerned about the customers but preach service just for the lip service. Organizations that would succeed by exceeding the expectations of its customers must first know the customers, what they need and how to meet the needs. Otherwise, treating customers with lip service and a neglected promise of excellent service delivery can only lead to the demise of an unsuspecting organization.