The first week in October has been deemed “Customer Service Week”. The masses grow a bit weary of all the merchandising schemes to sell products associated with a day of celebration. But this week can serve as a reminder to service providers to look at some of the things they are currently doing that could be done better with regard to their customers, both their internal and external (teammates) customers.
Customer Service Week reminds me of an editorial a few years ago in the New York Times (true story):
Dorothy Klein went to a Post Office in midtown Manhattan to mail a package one cold autumn day in October. There was a line of people meandering through the big room out into the hallway. One service rep was assisting the customers at one booth. The line moved very slowly, but Dorothy could not leave since her package had to be sent that day. She waited in the line 20 minutes. Frustration was building among the customers in line. People were beginning to complain and making comments about the service.
Just about that time, a door opened behind the counter and three postal workers came out carrying a ladder, hammer, and sign. They proceeded to approach a large empty wall in the post office lobby. The three workers debated and talked amongst themselves for a few minutes. Dorothy watched as they marked the wall and adjusted the ladder. This went on for another five minutes. Dorothy had enough and asked the man behind her to save her place in line. She walked up to the postal workers and told them that she had been waiting in line for almost 30 minutes. There was only one service rep helping all these customers (as she pointed to the line). She asked if one of them could help the lone service rep in assisting customers.
The postal worker who was holding the sign turned to Dorothy and said, “Ma’am, we apologize for your wait, but we have to get this sign up first thing this morning. Then one of us will be right with you and the others in line.”
Dorothy returned to her place in line. As the postal workers spread out the sign and tacked it to the wall. She was amazed at what she saw. The sign said, “Customer Service Appreciation Week”.
Try to do a better job with your own customers. Use this week to do some of the following: • Boost morale, motivation, and teamwork • Reward frontline reps • Raise companywide awareness of the importance of customer service • Thank other departments for their support • Remind customers of your commitment to customer satisfaction
And Happy Customer Service Week.
