Customer Service

Should be so easy to get right – that is good – but, so often, we get it badly wrong.

We can all give examples of bad service but have to think harder when and where we’ve experienced good (let’s aim high – exceptional) service.

As a Communication Trainer, my senses are primed observing verbal and non-verbal communication. I am acutely aware of what comprises good and not such good communication. I always try to see the good in other people but am constantly disappointed when it comes specifically to poor customer service.

A recent example of this was when I went to a local hotel, with friends, to enjoy a cocktail (or two). First, I waited ten minutes to be served without so much as a greeting or apology for the delay. Then I was faced with a scowl and one word ‘Yes?’ in asking for my order. Things went from bad to worse when I asked for a straw which was met, not by a kind word, but with a finger pointing to where I could get one!

Not good enough.

Good customer service is a skill and should never be taken for granted.

The person who served me is the face of that hotel’s brand. One person can sour the relationship and tarnish the brand forever. Whereas, one example of good/exceptional service can sustain a lifelong relationship.

Cocktails are expensive, but customer service is entirely complimentary.