The Customer isn't Always Right by Connie, Chapter 2

Chapter 2: When does Customer Service begin and end?

The important question is “When does customer service start and end?” According to an article, I read called, “WHEN DOES CUSTOMER SERVICE START AND STOP” by Shep Hyken on his customer service blog, customer service starts long before the customer ever walks through your door, calls your business, finds your website, etc. It starts with your vision and mission. It starts with the first person you hire or collaborate with in any situation. It starts as you create the culture of your organization. It starts as you begin to plan what the customer experience should be. In other words, it starts long before the customer ever starts actually doing business with you.

It ends when the company ends. In between the start of a business and the close of a business there are interactions (with customers and employees), technology opportunities (social media), product/service developments – everything and anything that will affect the customer experience.
Even as your customer is walking away after you have serviced him, that customer may turn around and smile or ask you a question. At that point, you are still ‘looking’ to please that customer and do your job. You may, reply, “Goodbye, have a great day. Thanks for shopping with us!” On the other hand, if it is an inquiry regarding certain items or store hours, you must give them the appropriate reply before sending them ‘smiling’ on their way.

The Customer isn't Always Right by Connie

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Chapter 1: The History of “Customer Service”

What is customer service ? Technically, it is defined as “all interactions between a customer and a product provider at the time of sale, and thereafter. Customer service adds value to a product and builds an enduring relationship.”
From my point of view, as a customer-service representative for more years than I care to mention, it is going ‘beyond’’ the basics of keeping your customers happy. Now, this goes for a customer in a department store, a customer in a restaurant, a customer on the telephone, drive-in window and so on. No one is to be ignored in any way for any reason. Extreme politeness and manners are to be used at all times. For instance, don’t be afraid to say, “Just a moment and I’ll be with you!” On the other hand, “Can I get someone else to help you?”
Now, I come to the title of this book, “The Customer isn’t Always Right”. No matter what you are told when you are being trained in any type of customer service job, the customer is not always right. However, as a customer service representative, you must allow the customer to think that he or she is right. Even if you must bite your tongue off in anger, angst or a bout of laughter this must occur for the sake of your customer’s happiness and contentment.
Each customer comes into your place of employment for various reasons. They could be coming in to eat, simply relax or to meet clients, friends or family. In a department store, they are shopping for certain items or just browsing. Each person wants his or her visit to be a good one; they do not want to hear your life story, what you had for breakfast or hear all about your anger at your husband or family. Nor do they want to feel unimportant or hear your complaints, fears or woes regarding work, family, etc.
Of course, there are exceptions to this rule. If the customer brings a subject up and asks you how you are doing, etc. … you may give them a short, a much-edited version of your life. Now, if this person is a personal friend or regular customer, you do – over a period of time -- become closer to that person, sharing each other’s life in more than a ‘customer to employee’ relationship.
Keep in mind, that others in line behind this person or near your counter, cash register, etc. may hear your conversation and go from there as to how much you share with each other in this public arena. As we have all found out one way or another, people do eavesdrop and hear things they should not simply because they are listening or within ‘hearing’ range. Do be careful!