I received an email from a reader the other day:
"I have trouble with getting staff to see the benefit of them giving good service - other than if they don't then the business goes bust and everyone is out of a job.
1. Customer service is the core of any successful business. People like to do business with companies that treat them well. When you provide excellent service, your sales increase because people come back over and over. They also tell their friends and family about the great service they received from your company. The business thrives, your boss is happy because sales are up, and there won't be so much pressure on you to make a sales quota (if it applies to you). At any rate, don't we all want our bosses to be happy so they'll get off our backs?
2. I believe in the philosophy of "What comes around goes around". When you go out of your way to give that customer great service, you in turn will receive great service when it's time for you to be the customer. In other words, treat your customers like you would want to be treated.
3. Great customer service promotes positive energy in the workplace. When everybody is providing excellent service, the moral of the team increases, people are happier, and it just makes the time go by faster. When you're a positive and giving person, people take notice and want to help you when you need it.
4. When you give great service, that just increases your chance of getting a raise. People who strive to succeed and always give 100% are more likely to get promoted and will go far in life, no doubt.
A customer service oriented culture needs to come from the top as well. When I worked as a controller, in charge of HR, A/P, A/R, and IT, I constantly reminded my employees that their customers are their coworkers and my customers are my employees.
Posted by: Diane Ensey | April 12, 2006 9:25 AM | Permalink to Comment