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Praise good customer service more often

08 January 2013, 07:09

In my previous article I wrote about bad customer service.   I realised when I read the responses that I am not alone in feeling frustrated at times.  The past month has been horrid in terms of customer service and service delivery towards me.  Maybe it was because of temporary staff, or because it was the silly season or maybe employees really thought the world was going to end and therefore did not see the need to give good service.  Or maybe I just had some bad luck.  Whatever the reason, I learnt a valuable lesson.  Use commas correctly in my articles.  *Cheeky smile

Well today I received retribution.  My bank contacted me and is going to do an investigation into the amount taken off my credit card. They didn’t have to do it as I made the mistake of being mislead, but the fact that one of their consultants heard my plea and decided that she is going to go out of her way to help me as best as she can, made my day.  Then I had to return an article of clothing at a large chain store.  Nothing major, it just didn’t fit and I couldn’t find anything in the shop to exchange it for.  When I approached the counter the cashier had the biggest smile on her face and greeted me as if I was the only customer she had helped today.  She complimented me for the new year and we chatted up a storm.   That was incredibly pleasant and I really wish more cashiers were like her and I actually complimented her quite loudly so that all her colleagues could hear what a wonderful job she is doing.    Maybe it will encourage them to do better?

I have many stories about good customer service.  One involves being chased down by a shop assistant after I left a parcel on the counter at the retail shop she worked in.  The thing is I walk very fast and I was already on the other side of Greenstone when she finally caught up to me! Way to go girl!  I’ve had personal service from a Sales Consultant in a clothing store, she didn’t have to but it was my first business suit I was purchasing and she went out of her way to assist me in making sure I looked snazzy.  I had never received such personal service ever before in a clothing shop and have never since.  It happened when I was 18 years old, yet it has remained in my memory longer than that of bad customer service experiences that I have received in recent times.   

The sad thing though is that it is human nature for us to complain about bad service more often than praise good service.  How do you feel when your client compliments your good work, not just to you but to your boss and colleagues? Has that ever happened to you? If it has, didn’t you feel great? Some would say embarrassed, others would gush and say “I was only doing my job”, but inside you felt like a roaring lion right?  That’s how I feel when one of my clients compliments my efficiency.  I can’t wait to try and impress all my clients and everyone else in between.

Knowing I have changed someone’s life or made a difference by just trying to help as best as I can really touches my heart. Today, one of my temporary staff placements was made an offer to go permanent and she almost cried when I informed her.  She sent me an email thanking me as she was without work for 8 months and I decided to give her a chance and sent her to my client.  To start my year off like that, it definitely makes up for all the horrible service I received during the holiday time. 

Maybe if we praised good service delivery as much as we complain about bad service delivery, it might change?  Why don’t we just try and go out of our way to compliment good customer service where it is due? It might not always make a difference, but we won’t know if we don’t try, right?

P.S. Apologies if I made a few grammatical errors etc.  It's been a while since I've written long articles and essays.  The more I write, the more I will improve. 
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