In times like these, it’s more important than ever to be mindful of the feelings of others. We simply don’t know what’s going on behind closed doors. Companies are under more pressure than ever before to get things right but with reduced capacity and pressures way outside of their control, what we need right now is to be better customers in order to improve our own customer service experience.
In many cases, companies are running skeleton operations with limited resources and the mental health of many is hanging in the balance. It’s therefore absolutely essential that we consider things from the other side of the counter in order to deal with current consumer issues effectively and build mutually respectful, positive and supportive relationships going forward. A bit of give and take can go an awful long way.
This does not mean that you have to forego any of your consumer rights as these remain of paramount importance. Don’t be fobbed off or avoid making a complaint which is justified. However you may need to wait that bit longer to hear back from a company, to receive your goods or for a refund to be processed. Now more than ever we need to be kind, patient, understanding, polite and proactive not reactive customers to get what we want. We’re all in this together and to get through it, we need to work together as one big team.
Rather than just relying on the company to provide us with that WOW factor, let’s turn the tables and see what a difference it makes to our own customer service experience.
- Say hello, please and thank you– This is such an obvious thing to do but the most basic manners are often forgotten.
- Ask staff how they are and interact with them so they feel valued and appreciated– I must admit I’m sometimes a little grumpy when I’m asked questions by whoever is serving me. Things to do, places to go etc etc. However a few pleasantries cost nothing and can make for a more personal experience if you are remembered on your next visit.
- Use social media to praise and champion excellent service rather than just picking up the negatives– As customers, we are always very quick to tackle a company if something has gone wrong but not so quick to recognise excellent customer service.
- Remember and use the name of whoever is looking after you – Again this can make for a more personal experience. It’s nice to recognise and treat the person serving you as in individual and not just a representative of the company.
- Recognise and appreciate service above and beyond the expected –Take the time to complete any appropriate reviews and name any staff members who have stood out in terms of the customer service they delivered. Thanking the staff member personally and making sure you mention their name to whoever is in charge may also ensure that their hard work is recognised and rewarded accordingly. We all need to feel appreciated and that what we do is valued and worthwhile particularly in these uncertain times when we’re at our most vulnerable.
Here’s to being better customers and getting the best out of customer service.