|
            
Buy today and receive a 10%
discount on all products!
New designs on preciouspurpose.com!
|
Customer Service: It’s Everybody’s
Business
Every day we all experience service, both in the giving and receiving.
If you were to compare the best and worst service you’ve ever received,
chances are the good examples involved a helpful, friendly, fully involved
person while the bad ones reflected someone’s indifference, detachment,
and lack of interest in helping you. Only one factor separates the good
experiences from the bad: attitude!
Service is an Attitude
It is often said that service isn’t a department, title, or position;
it’s everybody’s responsibility, regardless of their job description.
Some people make service look so easy while others make it look so hard,
and those who make service look like the most natural thing in the world
have something in common: a positive attitude! This means they smile instead
of sigh, offer personal attention instead of disregard, and enthusiasm
instead of apathy. Which set of behaviors do you prefer when you’re
the customer? And which work best for you when serving customers?
Service is the Culture
When customer service is an integral part of the organizational culture;
when it is faithfully practiced from the top down, sideways, and back
up again, service flourishes. Conversely, managers who try to enforce
service without practicing it themselves create a disconnect. The reason
is simple: people tend to treat others the way they are treated. Employees
who work in a culture that consistently offers fair treatment and respect,
being listened to, and feeling a part of things end up giving great service
because they get it. It’s that simple. Attitudes reflect internal
cultural values that are acted out every day.
Service is Good Business
Outstanding service begins on the inside and works its way to the outside,
so make it a habit to model what you want. Talk the talk and walk the
walk and you’ll instill a service attitude in your culture. Let employees
know how important and valued they are, keep them involved, and service
will naturally extend to the outside. It makes sense, doesn’t it?
From you, to your employees, to your customers, good service is just good
business. In fact, when you get right down to it, good service is the
only way to do business!
Permission to reproduce with byline:
© 2003. Leslie Charles, speaker, trainer, and author of "Why
Is Everyone So Cranky?" TRAININGWORKS, PO Box 956, East Lansing, MI
48826 517.675.7535 www.lesliecharles.com
|
