Today’s poll is “Is Customer Service Dead”. The poll was inspired by a story that made the news about a clerk at a store, who handed an unpleasant customer her receipt with the word “Bitch” written on it.
I decided upon hearing this, that today’s blog post would be inspired by this poll. It’s 12:46pm and I just voted (I voted “no” in case you are wondering) on the website and see that 77% of the voters replied with a bit fat YES. YES CUSTOMER SERVICE IS DEAD.
If this 77% reflects the masses then that means if you have a business that provides a service to the public, 77% of your customers could be dissatisfied with the service or at the very least ASSUME they’ll receive bad service and be looking for it.
I’m going to assume the 77% are talking about the kind of service they received from the cashier at a large discount store; the teenage clerk at a clothing store or perhaps a waitress at the local diner.
Many companies cannot afford significant wages for their clerks and front line staff. Many of these positions are minimum wage jobs that attract young people or those who have not been successful in securing other, better paying employment. Sadly some of the people they hire prove to be unreliable or do not provide quality service because:
- They don’t like their job
- They don’t feel they are paid enough to do much of anything
- They don’t feel empowered
- They don’t understand the expectations of their job
- They have not been taught proper work ethic
The fundamental reason why most people do not provide quality service is due to disconnection. Disconnection from their job, the company they work for and the products and services it provides.
Connected people are excited about their work and the products and services they provide. Connected people are present; eager to help and KNOW how to help!
At Inspire Sales, my mission is to get people motivated and connected; to help companies implement the fundamentals for quality service and discover the benefits of increased sales.
Is customer service dead? No. Could it use improvement? Definitely.
Maybe this is a wake up call to companies who provide services, to change the minds of the 77% of people who voted on News 1130 this morning and pursue ways to improve the service they provide.
Check me out at www.inspiresales.ca or email me at Johanne.cannon@inspiresales for more information about a free discovery session to help get your people providing better service!
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