Customer Service in the 21st Century
As someone who values manners and common courtesy, I was taken aback by the rude behavior of the employees at Southwest Airlines during my recent travel experience. I had planned for months for a women's retreat and was excited to start my journey. However, my experience at the airport was far from pleasant.
From being yelled at during the baggage drop to being barked at by the TSA agent, I felt uncomfortable and intimidated. The employees seemed to be more focused on enforcing rules and regulations than on providing good customer service. Even the flight attendant hit me while walking down the aisle and later chastised my seat mate for not having my hand out sooner for the delivered snacks.
It is clear that the employees at Southwest Airlines failed to provide good customer service on this particular day. I believe that good customer service is essential in any business, as it is the primary way in which businesses interact with their customers. Good customer service can help businesses build relationships with their customers, increase customer loyalty, and ultimately drive sales.
In my opinion, communication and empathy are two key components of good customer service. Employees need to be able to communicate effectively and professionally with their customers, and they need to be able to understand their needs and concerns. This can help employees provide better service and create a more positive experience for customers.
It is crucial that businesses prioritize customer service and train their employees accordingly to provide the best possible experience for their customers. In my experience, the lack of good customer service at Southwest Airlines left a lasting negative impression, which I hope they will strive to improve in the future.
Here are some resources:
According to HubSpot, "Uncommon Service: How to Win by Putting Customers at the Core of Your Business" by Frances Frei and Anne Morriss is a great book that provides real-world case studies and time-tested methods for creating an exceptional customer experience.[1] Additionally, Help Scout provides a list of the "27 Best Customer Service Books," which includes "The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World" by John R. DiJulius III, which offers real-world examples of organizations that have successfully led their customer service efforts.[2]
In terms of communication and empathy, "Crucial Conversations: Tools for Talking When Stakes Are High" by Kerry Patterson, Joseph Grenny, Ron McMillan, and Al Switzler can be helpful for improving communication in tense situations.[3] Furthermore, "The Communication Book: 44 Ideas for Better Conversations Every Day" by Mikael Krogerus and Roman Tsch?ppeler can provide strategies for improving communication in the workplace.
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It is crucial for businesses to prioritize customer service and train their employees accordingly. By investing in resources like customer service books and training programs, businesses can provide better service and create a more positive experience for their customers.
Sources:
https://blog.hubspot.com/service/customer-service-books
https://www.helpscout.com/helpu/customer-service-books/
https://teambuilding.com/blog/communication-books
Business Development - BELFOR -- Mold, Water, Wind, Fire - We Restore More Than Property
1 年It was such a bizarre experience and so not like Southwest!
The Power of the Pause/Exceptional Service keynotes, workshops, and panel discussion facilitator. Speaker, author, husband, father, outdoor enthusiast, and aspiring jazz pianist.
1 年It seems like everybody’s high strung and stressed these days! So sorry you had that experience.