It never fails to amaze me how much lip service is given to this subject of customer service...but sadly in my personal experience it is weak and inconsistent...I can only think that training and systems must be failing.
The latest example... dealing with a bank; all I require are a set of three statements 03 > 06. You would think that this is a simple request and would prove to be straight forward. Not at all...so far this has taken since the 12 of May and I still do not have the paperwork I have requested and as an aside have had to pay for.
Each member of staff I have spoken to and so far this is 5 including the manager...have been totally inconsistent with the information I have to provide for security purposes. I will be on my 9th call today if the post does not deliver the paperwork I need.
As a business owner, my one true passion is customer service...and I think our team do pretty well, but we can always do better. Customers need communication, they need answers and they want to feel cared for.
This is demanding and time consuming but the rewards are enormous.
Making money in a business is essential...making customers happy to be with you is as important it is very much the life blood for any decent business. There is a morality that cannot be ignored...and yet for many businesses it appears they survive on another planet. Not one we ever wish to inhabit.
Barbara (A passion for our customers is what drives me every working day...)
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