Tom Vander Well had a post that spurred some thought from both me and Ellen in regards to the “robots” that work in customer service nowadays. You know those people - the ones who memorize their scripts and will say the same thing over and over without any meaning... the ones who act like they really care about helping you.
Hi, How are you today?
Have a great day!
These are the phrases we hear everywhere we go, but how many of those people really mean what they’re asking or saying?
If you work in customer service and you’re reading this, I ask you to think about this: When you’re helping your customer, do you genuinely care about their interests? Are you just acting? If so, why? Why do you act? What are you doing working in customer service in the first place? Why do you want to be a robot?
Related Post:
I appreciate your heart and your point, Maria - but here's my question: Disney has made a fortune and set a gold standard of service by training their tens of thousands of employees that when they put on their uniform they are "cast members" and "on stage". If employers have to find people who truly have a heart and passion for serving people, I'm afraid we'll have a huge HR problem. I love your ideals and I agree with them. It's the practical application to the business world that I'm struggling with.
Posted by: Tom Vander Well | August 23, 2006 4:47 AM | Permalink to Comment