Customer Service Doesn’t Get A Day Off!

I just heard this story not more than five minutes ago and I wanted to share it with you because it is another example of how the idea of customer service seems to be leaving us, slowly but surely.

I was talking with a young woman who was venting about a recent experience with her Doctor’s office, now granted Doctor’s are not salespeople but customer service is always customer service. She was trying to get her Doctor to send over a couple pieces of information to another Doctor and was met with so many customer service no-no’s.

The first one was when she was left on the phone for over five minutes with no explanation as to why. Now I understand that sometimes companies get busy and delays like that are unavoidable but the customer at least deserves the courtesy of being asked if they would like to hold or call back at another time. This particular exchange went like this, “Dr. ………’s office, hold! There was no, “Can you hold please, or I’ll be right with you.” There was barely an acknowledgement that there was someone on the line.

The missteps of customer service continued when the Doctor’s office repeatedly did not do what they said they were going to do. They told my friend three different times that they would send the information and never did. That is inexcusable! One of the big points of customer service is KEEP YOUR PROMISES! Nothing can lose you a customer or a potential repeat customer faster than not doing what you say you are going to do.

Another point to remember here is that while customers in front of you are your priority, that does not mean those on the phone deserve one ounce less of the highest possible customer service. As I said before, Doctor’s are not salespeople but the lesson here is certainly one for all salespeople to take note of.

1) Customer service should never have an off day!

2) Every customer-new, repeat, in front of you or on the phone deserves the highest quality of customer service possible.

Customer service is sometimes easy to take for granted, no matter how long you have been in sales but one thing I know is certain-if you take it for granted too often, you probably will not be in sales very long.

For years, I too never pumped my own gas. I didn’t want to get my hands dirty. But then I compared prices. I am now saving a bundle by pumping my own gas. I use liquid disinfectant afterwards.

You should try it. Serve yourself, since few others will.

Aloha, Pam Chambers