Excellent customer service is expected, poor service is despised

Top management should come to the defense of their customer service personnel whenever they are blamed for failing to meet customer expectations. It is common to hear of a customer service staff, who not long ago was praised for their excellent service record, and will then be condemned as soon as a customer files a complaint against the staff. It does not matter if the complaint is a very trivial matter or because the customer service staff simply refused to commit the Company to a certain risk if it has given in to the customer’s demand.

Management should welcome the resolutions of its customer service staff when faced with difficulties and unreasonable customers.

Know your limit

Customer service personnel must know their limits and show the real picture of what they can and cannot do. They must never give the wrong impression to customers, otherwise there will be no end to their demands. As a customer service staff, one must be responsive and actively play a front-line role in promoting and retaining customers and not being seen solely for serving requests only when necessary. Customer service staff must always be proactive and not reactive, otherwise your customers will view your organization in a negative light.

Label

Organizations should remind their customer service staff about etiquette, and they said unnecessary controversy should not be generated by ignoring such rules, including the way you dress. Excessive accessories should not be worn, even if such accessories are worn by some members of the administration staff or colleagues from other departments. Although the responsibility for complying with the dress code rests with the staff and the Head of Customer Service to verify, they all play a role in mutual verification. After all, we cannot see our own blind spots, so we should welcome the friendly advice of other colleagues.

In any case, these rules should not be exaggerated to the extent that the “dress code” overrides the “humidity” when serving customers. It’s not easy getting someone to wear the same dress code day after day and still enjoy wearing it.

Fear to fail

One customer service staff I know apparently fears that if he does not give in to one of his important clients, management may soon demand his resignation if this client decides to take his business elsewhere. The fear apparently stems from the long-standing relationship between this client and a member of the management team who has a long-standing personal and business relationship. This would deserve some special consideration when dealing with such special clients. The issue is when and how customer service personnel will be able to differentiate those customers without compromising the Company’s image and reputation.

The next best option is to refer such requests to management whenever there is a conflict. However, doing so will definitely affect your ability to deliver the service within the required response time, as it takes more time for management to make a decision. Also, it does not look good on you for not being able to decide on such a trivial matter and having to go to management to make a decision when it comes to this client.

There is too much publicity and propaganda about such a special client to go unnoticed, so it is necessary to act with care when dealing with these types of clients. It is better to be ignorant and ask both the client and the management for advice. In any case, it is unthinkable that you reject your application outright.