This post will allow me an outlet to express my frustration at the rude customer service I had in a local business recently. It was very obvious the employee did not want to be at work that day, nor did it appear he or she wanted me as his or her customer. (I am trying to protect the identity.) Thankfully I held my composure, I am not naming names, and I protected my witness. I even prayed for the employee as I left. It reminds me though of an important principle of customer service.
One rule of customer services that is also a pet peeve of mine is that when one is in a role of providing service to others, he or she must put their game face on before he or she shows up to work. I posted a blog recently about a restaurant that can be inflexible. You can read that HERE. If a waiter or waitress here is having a bad day you will most likely know about it, but you will continue to frequent the restaurant. (I must say, however, that I have yet to experience bad customer service here, but they could and I would keep coming back.)
For most of us though, we need better customer service than this. We must train our employees and volunteers to represent the organization well by putting on a smile, leaving personal problems at home, and being ready to assist our customers or clients with a welcoming attitude.
I understand all of us have bad days and our organization (church) is especially one place hurting people should feel welcome, regardless of their ability to smile that day, but serving in a front-line position in any organization represents the organization’s vision, character and reputation to the community at-large. That is too important to not do it well. If an employee or volunteer’s emotional state keeps them from at least providing reasonable, friendly service, the person should consider excusing themselves from responsibilities that day.
Thanks. I feel better. What is your pet peeve about customer service?
Very good post Pastor Ron – this a right on time message. My children and I were recently discussing an incident we witnessed at a restaurant we frequent. The server acted as though the customer (not us) was "bothering" her when the customer simply asked for something additional (a condiment) to go with a meal. The expression on the server's face really spoke what she was must have been thinking, "you're bothering me – don't bother me!" No smile, no "you're welcome" when the customer smiled and said, thank you. Horrible! Who wants to approach or be served by someone with that type of attitude?
I've been in the service industry for some 30 years, and yes, I've had many bad days. Many days I had to walk into work and put a smile on my face when I didn't feel like it – and you know what Pastor Ron, it didn't kill me to do so – it didn't kill me to be nice. I'm still here – lol! And because I was able to set aside my problems and put the customer first, I've had many repeat customers come back to have only me serve them – and I gave them the same polite, courteous service every time. One client said to me, "It makes my day when I get off the elevator and come around that corner and see your smiling face." (I formerly worked in the Juvenile Court system for 18 years, and one of the parents told me this. And I've received many more compliments like this one, over the course of time.)
More training is definitely needed in the customer service area. (Thanks for letting me vent, too!)