Patience is a Song
Patience. That's the tune we should be humming in customer service situations.
The relationship between a customer and a customer servant is one often taken for granted - by both parties. Interesting when you think about it. We all play both roles at various times.
I've stood behind retail counters and beside a dining table. Served on the sales floor and on the phone. Hopefully, the service was outstanding. Sometimes, the customers were a nightmare.
I've also been a customer of each situation. Hopefully, I was an outstanding customer. Sometimes, the service was a nightmare.
Patience. That's the music that should play when we do the customer service dance - and if you don't mind, I'll take the lead each time. Whether in service or being served, I'm positive I can set the tone. Do you do the same? And is the one your dancing with in rhythm with you?
One thing we forget is that each customer service situation is brand new. Never been faced in this particular setting, on this particular day. This may be the first time you've danced with this partner.
Yet, too many times, we bring previous experience to the mix. We rush to judgment about how this exchange will go, quickly script out our conversation and...oops...forget to give our partner their copy of the script.
The only time impatience works is at the florist - but then, that would be impatiens, wouldn't it?
Servers wait on customers. Customers wait for service. Bloggers wait on comments. Set the tone. Be with the one you're with. One at a time. Like it's the very first time. With patience.
Related Posts at CustomerAreAlways Hostess of the Carnivale of Customer Service:
Thank You for Your Patience
How to Handle a Long Line
An IHOP Experience
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