I’m wondering if we could…how many of us would return some of the not so friendly frontline customer service reps? Just as we would return unwanted or poorly packaged merchandise? And exchange them for some of those rare employees…whose actions actually mirror job descriptions like this…
- People oriented
- Willing to work in a team environment
- Eager to grow and advance company
- Respond to customer inquiries in a timely, friendly, and efficient manner
- Provide accurate information
- Actively listen and resolve customer questions
- Demonstrate positive attitude
- Ability to work in a fast paced environment and handle multiple priorities
- Ability to communicate effectively with customers, peers and management
Who wouldn’t want to be assisted by a customer service rep whose actions align with those components? Those employees make customers feel special, valued and appreciated.
I like feeling that way.
I’m sure you do as well.
Of course, we can’t return or exchange customer service reps. Organizational leaders and managers make those decisions.
However, we do have the option to let organizations know about operational ineffectiveness, bad attitudes, errors, and delays. Employees are vital to organizations. Employee behaviors can enhance or threaten organizations. Some organizations are dying because of poor customer service and low consumer confidence. In this economy, we can’t afford for our communities to lose any more businesses.
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