Customer service is always a high priority, right? What company would consciously make an effort to be known for poor customer service?
You know as well as I that customer service is often lip service. The actual representatives you deal with go through the motions--their scripts for handling questions, complaints and requests. It's as if there is "no there there." And when things get sticky they fall back "I am sorry I can't do more but this is our policy."
Of course it is, and it's not the fault of the customer service rep, who most likely has faced the stick of enforcement--that's what "recording for quality purposes" is all about.
I had a most unusual customer experience this week from a most unexpected source and it's made me think about leadership's role in customer service.
I stopped at the cashier's booth at the airport and the cashier read my license plate. It reads "LVJOEY." She asked me if my name is Joey, and I told her that is my horse's name and that LV stand for love. She smiled and asked me if I live on a farm. When I said Joey lives on a farm but I live in town she asked me who takes care of him. I told her briefly about my trainer who owns the farm and helps Joey and I learn to compete.
With a huge smile she said "have a good evening dear."
How many of you have exchanged more than two words with a cashier? And how many have shared just a tiny bit of your humanity with a cashier? And just in case you think this is a waste of time, I can tell you that this conversation took place in just the minute or less than it took for her machine to process my credit card, for me to sign it, and for her to open the gate.
I know that this woman stepped out of her invisible role and we connected. Maybe she learned this from customer service training and maybe that's just her--curious and conversational to alleviate the tedium of processing parking fees all day.
What if more customer service training emphasized becoming more visible? You as a leader could insist upon this, and serve as a role model by inviting your customer service reps and other "invisible" people to speak with you.
Leadership roles are powerful--everyone models themselves after you whether or not you tell them too. Be a welcoming leader and speak with the typically invisible people in your company. Your company's clients will enjoy the difference and you're likely to have fewer problems and make more money.
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