Customer Service Without The Customer
When does customer service begin and when does it end? Does it ever end or should it ever end? We can all agree that customer service is of the utmost importance when we are with the customer but what about other times. What about when the salesperson is in the back room or talking to another employee about the customer and or the customer’s needs?
I had an interesting experience a few days ago which led me to asking those questions. This is what occurred when I took my car in for repair. It had been in three weeks earlier for the same problem and they said they had fixed it, but in reality, it was never resolved. It just took me three weeks to get it back in. After speaking with the mechanic, I headed towards my favorite chair in the waiting room. After about ten minutes, I overheard a conversation that sent chills up my spine as someone who preaches the importance of customer service. The mechanic I spoke with was in the hall talking with one of his co-workers. He told his co-worker that "this guy" was in three weeks ago and they had fixed the problem, but now “this guy” is back claiming it was never really fixed. Ok that was bad enough and you never refer to a customer as “this guy,” but what followed was inexcusable. The mechanic told his co-worker that he thinks the customer (me in this case) does not know what he is doing. Had they not been making the repair free of charge, I promise you, I would have left. I almost did anyway.
Now it is obvious that the mechanic did not know I was within earshot and I hope he would not have said what he said had he known I could hear him. However, that does not excuse what happened. Not only did I hear what he said so did three other customers in the waiting room. I understand that joking around and letting off steam is a part of every profession but we must be sure we are doing it in the right place at the right time. As long as a salesperson is at work, assisting customers, performing work for customers etc. then it is vital that a high level of customer service be adhered to at all times. Remember, just because you are not talking directly to a customer does not mean they are not listening.
FINAO – Brad Huisken, President – IAS
