I’ve been working in customer service since my early teenage years and over time, I’ve come to realize that I’m totally confused by what this term means.
When I take away the barrage of information, opinions, mantras, and quotes that have accumulated over the years, what’s left, for me is quite simple: provide the customer with a quality product in a way that is knowledgeable, respectful and courteous. Tell me: is there anything more to it than this?
Apparently there is because teaching customer service is an industry! WHY?!?!?!?! I’ve experienced customer service in many different countries and contexts and there are definitely differences in what the people of a particular culture expect in terms of service. What doesn’t change is that at its core, service is about providing the customer with an experience where they can benefit or enjoy the product you are providing. It doesn’t mean building a friendship, giving a pep-talk, acting as a counsellor, boosting self-esteem, or becoming a personal assistant. If, in the process of repeated encounters, service-provider and customer become closer and a rapport is created, then yes, some of these lines become blurred. And of course, depending on the service you’re providing, you can expect to do more or less and have a more intimate or strictly professional relationship with your customer. However, when did it become culturally acceptable to ask customer service providers to alter their service/product to the point that its completely unrecognizable? Why is it okay to go into a store and expect the person behind the till to wait on your every whim?
I realize that when people spend their hard-earned money, they want to be treated as the individuals they are. But being treated with respect isn’t the same as being waited on hand-and-foot. If you’re going to a tailor to get a custom-fitted and designed piece of clothing, of course you’re going to expect that the tailor take such things as colour preference, your measurements, personal style and a specific cut into account; it comes with the service being rendered. At the same time, when you enter a clothing store, you don’t expect the salesperson to render the same services you received at the tailor’s.
What I’m getting at is this: consumerism is all about options and choice. If you don’t care about the quality of ingredients on offer at a restaurant and prefer the ability to modify everything about your dish, then eat at a cafeteria or franchise restaurant where you can expect unlimited options. If you’re looking for a meal that has been carefully constructed and thoughtfully cooked and presented, don’t be surprised when the server tells you “No, that’s not possible” when you ask to have that beautifully cooked piece of lamb charred black. If you don’t want the dish as it is; don’t order it. If you don’t trust that the chéf knows exactly how to execute her menu; don’t eat at her restaurant. No one’s putting a gun to anyone’s head to spend money. So don’t act personally insulted when you’ve entered a specialty shop and they don’t cater to exactly what you want.
Over the years, I’ve heard and participated in many conversations about the decline in service. I’ll be the first to admit that I’ve been a victim of terrible customer service. I’ve had dirty looks thrown my way; I’ve been ignored by salespeople who are too busy catching up on school gossip to help me; I’ve tasted horrible things that are being passed off as food. I’ve also had great service and memorable experiences at the hands of people who take pride in what they do. Have I received every specific thing I’ve requested? Topped with a fake smile and enthusiasm? No. I’ve definitely had my fair share of suggestions made that were contrary to what I originally asked for but communicated in a polite and professional manor. For the most part, my requests were turned down for my benefit because the speaker was an expert in rendering whatever it is I wanted, and was looking to provide me with the best experience possible. In the end, when you spend your money, don’t you want to receive the best that that business has to offer?














Recent Comments