Nostalgic for Good Customer Service

This time of year always makes me feel nostalgic, especially when I am out shopping for gifts for my loved ones. I can't help but think about all the people in my life, both those who are still here and those who have passed away. But in addition to that, I also find myself longing for the kind of customer service that seems to be a thing of the past.

I remember a time when you could walk into a store and be greeted by a friendly smile and a warm welcome. But now, employees are more interested in their conversations or tasks, rather than helping customers. Just yesterday, I asked a clerk for assistance, and she simply kept walking away from me. She didn't even bother to turn around and face me, instead yelling over her shoulder, "Ask your question, I'm listening."

I often wonder if the decrease in quality of customer service is a reflection of a larger societal issue, or if it is a result of insufficient training. In either case, it leads to a negative experience for customers, which in turn reduces their loyalty. Consequently, customers tend to prioritize price over service, which pushes them towards online and low-cost retailers.

As we approach the new year, I would like to encourage all businesses, whether brick and mortar or online, to consider a few small things that can help improve their bottom line:

1. Encourage your employees to greet customers with a genuine smile and a helpful "How can I assist you?" They must mean what they say; otherwise, they may not be in the right job.

2. Give your employees enough time to learn about the products before they start serving customers. This will help them provide better service and answer customer questions more effectively.

3. If it takes more than two phone prompts for a customer to reach you, it's likely that you aren't providing quality customer service. Consider ways to make it easier for customers to get in touch with you.

4. Be mindful of your phone messages. If you state that you're committed to excellent customer service, ensure you're not making customers wait on hold for 10 minutes or more.

5. If you ask customers for feedback, be prepared to implement some of their recommendations. Otherwise, it may be best not to ask at all.

6. If you plan to use an overseas call center, ensure that they have a good command of the language used by the people you are serving.

7. Always remember to say "Thank you for your business". It's a simple phrase, but it can go a long way in showing your appreciation for your customers.

8. The customer is not always right, but rude or discourteous employees are always wrong.

I wish everyone a cheerful holiday season and hope 2024 brings you good health, prosperity, and a productive New Year.