July 2004 Focus on Customer Service

I had to go to "the store." My husband asked me to pick up something there. YUCK. I hate going to that store. The people at the check out counters are consistently rude. They don't answer my questions. They take forever helping me, if I can even find someone feeling generous enough to do so. Maybe I should just forget to pick up what he wanted me to so that I don't have to go.

Ever been to that store? I have. Surely it doesn't exist in our community. Don't be so sure. Customer service is an aspect of business that concerns many owners, and rightfully so. Good businesspeople understand how important customer service is, and how the lack of it can ruin a company's reputation. The question is, though how do companies get their employees to actively engage in stellar customer service.

In all reality, good customer service is not a grassroots effort. It starts with management, and their capability of managing both ability and attitude. Employees need a flow of work that enables them to provide customers the products and services needed in an efficient manner. Also, employers need to train employees so they have the skills/knowledge necessary to successfully do their jobs. Providing such tools can help the attitude situation, but it is also necessary to reinforce a courteous and helpful atmosphere companywide, starting at the top.