Customer Service from a Manager's Perspective

When was the last time you interacted with a business? I am quite sure in today’s global economy it was recent. How was the interaction between you and the customer service representative; was it engaging and pleasant, or was it similar to handling a cold wet dishtowel? Chances are if the experience was pleasing, you did not give it too much thought when you completed your transaction, as compared to an unpleasant experience that made a much more lasting impression on you. Now, take that same unpleasant experience and transfer it to your business. How does it feel? The experience your employees provide to your customers gives them an impression of your entire organization, yes including the employees whom they do not come into contact.

Making sure employees provide good customer service can say a lot for your business because customers enjoy dealing with a business that treats them with gratitude for patronizing the organization. One thing to keep in mind is your business is most likely not the only business of choice in town so people do have alternatives when deciding where to spend their money on like products and services and they are much more likely to frequent a business in the future because of a pleasing experience.

So, how do you ensure your employees are providing good customer service? Initially, when a customer enters the place of business employees should cheerfully acknowledge them. The customer should not be the first to initiate the conversation as if the employee standing before them is like a robot waiting for a command. To get employees to treat customers in a professional congenial manner, you must first treat your employees the same.

Doing so shows you care about their well-being in the organization; their opinions are considered when you make decisions because you cannot cover every angle of the business alone; and you do not see them just as a means to an end to financial gain for your business. Additionally, understanding a little of their personal side or as much as they care to share with you can create a trusting bond between you and your employees. Doing these simple things can help provide your employees a sense of belonging in the organization and they are much more willing then, to greet the customer in a cordial professional manner thereby positively affecting the bottom line. After all, what business opens its doors to intentionally go under or broke? The next time you frequent a business to purchase a product or service, mentally rate the customer service experience, and then ponder the thought; what if that was my employee and what grade would I give them? Then ask yourself based on the experience, would you come back for repeat business? The answer you receive could be quite humbling. Until next time, I am Dr. Anthony Spivey; keep thinking BIG!