Devoted to customer service and the principles of exceptional customer services

Glenn Ross of Customer Service Experience has a great article titled How to Improve Customer At Little Cost to You.  With so many managers and retail executives always thinking about the “bottom line” and the different ways to cut costs but at the same time want to improve customer service, then this is a good read.    

While sharing his story about a recent trip to the World of Coke, Glenn points out another post where he talks about people who are task-focused and those who are people-focused.  In retail, there definitely needs to be a balance between these two types of people.    

I have to admit that there were days when I was more task-focused versus people-focused.  There was a great deal of pressure on me as a manager to finish projects within a certain time frame.  Sometimes that pressure led me to pressure my CSR’s to help me finish those projects.  Of course, the customer service suffered.  Big mistake on my part.  In retrospect, I realize that those mundane tasks with “deadlines” really weren’t that important.  The world surely wouldn’t have ended if I didn’t finish those projects!