{"id":486,"date":"2024-04-10T08:20:07","date_gmt":"2024-04-10T08:20:07","guid":{"rendered":"https:\/\/mastertheevent.com\/?p=486"},"modified":"2024-04-10T08:20:07","modified_gmt":"2024-04-10T08:20:07","slug":"customer-service-standards","status":"publish","type":"post","link":"https:\/\/mastertheevent.com\/customer-service-standards\/","title":{"rendered":"21st Century Customer Service\u00a0\u2013 Is It Just Me or\u2026"},"content":{"rendered":"<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_65 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<p class=\"ez-toc-title\">Table of Contents<\/p>\n<label for=\"ez-toc-cssicon-toggle-item-662cb83c96ed9\" class=\"ez-toc-cssicon-toggle-label\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/label><input type=\"checkbox\"  id=\"ez-toc-cssicon-toggle-item-662cb83c96ed9\" checked aria-label=\"Toggle\" \/><nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/mastertheevent.com\/customer-service-standards\/#What_the_Heck_Is_Going_on_with_Customer_Service\" title=\"What the Heck Is Going on with Customer Service?\">What the Heck Is Going on with Customer Service?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/mastertheevent.com\/customer-service-standards\/#And_While_Were_on_the_Topic_of_Customer_Service%E2%80%A6\" title=\"And While We\u2019re on the Topic of Customer Service\u2026.\">And While We\u2019re on the Topic of Customer Service\u2026.<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/mastertheevent.com\/customer-service-standards\/#Customer_Service_Tips\" title=\"Customer Service Tips\">Customer Service Tips<\/a><ul class='ez-toc-list-level-4' ><li class='ez-toc-heading-level-4'><ul class='ez-toc-list-level-4' ><li class='ez-toc-heading-level-4'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/mastertheevent.com\/customer-service-standards\/#As_I_mentioned_earlier_it_blows_my_mind_that_in_2016_%E2%80%93_looking_UP_and_saying_THANK_YOU_%E2%80%93_can_give_you_a_competitive_advantage_Dont_get_me_wrong_customer_service_people_need_the_technical_skills_to_do_the_job_but_being_nice_to_your_clients_and_customers_brings_repeat_business_In_some_cases_just_being_nice_wins_you_that_piece_of_business_But_what_many_companies_fail_to_understand_is_that_you_cant_teach_people_how_to_have_a_personality_That_needs_to_be_addressed_at_the_hiring_stage\" title=\"As I mentioned earlier, it blows my mind that &nbsp;in 2016 \u2013 looking UP and saying THANK YOU \u2013 can give you a competitive advantage. Don\u2019t get me wrong, customer service people need the technical skills to do the job but being&nbsp;nice&nbsp;to your clients and customers brings repeat business. In some cases, just being nice wins you that piece of business. But what many companies fail to understand is that you can\u2019t teach people how to have a personality. That needs to be addressed at the hiring stage.\">As I mentioned earlier, it blows my mind that &nbsp;in 2016 \u2013 looking UP and saying THANK YOU \u2013 can give you a competitive advantage. Don\u2019t get me wrong, customer service people need the technical skills to do the job but being&nbsp;nice&nbsp;to your clients and customers brings repeat business. In some cases, just being nice wins you that piece of business. But what many companies fail to understand is that you can\u2019t teach people how to have a personality. That needs to be addressed at the hiring stage.<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-4'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/mastertheevent.com\/customer-service-standards\/#And_if_you_are_the_head_honcho_%E2%80%93_if_you_own_or_manage_your_business_%E2%80%93_it_has_to_start_with_you_The_people_who_work_for_you_will_take_their_lead_from_you_So_put_that_phone_away_and_look_up_Youre_welcome\" title=\"And if you are the head honcho \u2013 if you own or manage your business \u2013 it has to start with you.&nbsp; The people who work for you will take their lead from you.&nbsp; So put that phone away and look up!&nbsp; You\u2019re welcome!\">And if you are the head honcho \u2013 if you own or manage your business \u2013 it has to start with you.&nbsp; The people who work for you will take their lead from you.&nbsp; So put that phone away and look up!&nbsp; You\u2019re welcome!<\/a><\/li><\/ul><\/li><\/ul><\/li><\/ul><\/nav><\/div>\n\n<p>Okay I\u2019ll admit it. I would rather have a root canal than go shopping. However over the holidays I was forced, yes&nbsp;<strong><em>forced,<\/em><\/strong>&nbsp;to go out and shop for my loved ones. Proof positive that \u2013 YES \u2013 I am a giver!<\/p>\n\n\n\n<p>In the course of this one excursion (OK. So I\u2019ll admit I go out ONCE maybe for a few hours) I was exposed to what apparently passes for \u201ccustomer service\u201d in the 21<sup>st<\/sup>&nbsp;century.&nbsp; I was flabbergasted.<\/p>\n\n\n\n<p>I\u2019m sure I came across as \u201ccrotchety old guy\u201d because there were a couple of times where I quite literally couldn\u2019t keep my mouth shut. Having worked in the event planning industry for more years than I &nbsp;care to admit, it\u2019s very hard for me to go into a restaurant or store without thoroughly reviewing their service standards, cleanliness etc. (Don\u2019t even get&nbsp;<strong><em>me started<\/em><\/strong>&nbsp;on burned out light bulbs \u2013 let\u2019s just not go there!). Clearly, I can never be a passive customer again.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"What_the_Heck_Is_Going_on_with_Customer_Service\"><\/span>What the Heck Is Going on with Customer Service?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Here\u2019s a brief overview of one of those experiences. There was a woman in front of me in a checkout line and when her transaction was completed she turned to the cashier and said: \u201cOh could I please have a gift receipt\u201d. To which the cashier replied: \u201cI\u2019m sorry I can\u2019t now, you should\u2019ve asked me that at the beginning\u201d.<\/p>\n\n\n\n<p>Couldn\u2019t help myself \u2013 I opened my trap and said to the cashier: \u201cI\u2019m sorry, it\u2019s not that woman\u2019s responsibility to understand at which point she should\u2019ve asked for a gift receipt. And it\u2019s also something that you can technically provide so no is not an appropriate answer\u201d.<\/p>\n\n\n\n<p>And&nbsp;<strong><em>lo and behold<\/em><\/strong>&nbsp;the cashier was able to produce a gift receipt after all. Go figure. After the woman left I told the cashier that it wasn\u2019t my intention to embarrass her. Rather that I am sick and tired of always hearing the word \u201cno\u201d from so called \u201cservice\u201d providers.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"And_While_Were_on_the_Topic_of_Customer_Service%E2%80%A6\"><\/span>And While We\u2019re on the Topic of Customer Service\u2026.<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>OK\u2026so WHO should be thanking whom?&nbsp; In OLDEN TIMES \u2013 say 1987 \u2013 the person providing the service would THANK the customer and the customer would say \u201cyou\u2019re welcome\u201d.&nbsp; I\u2019ll give you a moment to let that sink in.<\/p>\n\n\n\n<p>Now, have you noticed? That\u2019s switched!&nbsp; We, the customers are saying \u201cthank you\u201d (I do that all the time\u2026it\u2019s called \u201cmanners\u201d) and the service providers come back with a big \u201c<strong><em>no problem<\/em><\/strong>\u201d.<\/p>\n\n\n\n<p>Really?&nbsp;&nbsp;<strong><em>No PROBLEM<\/em><\/strong>?&nbsp; I\u2019m so happy that it\u2019s not a problem for you to be letting me spend my money in your store, restaurant, gas station or hotel. It\u2019s like you\u2019ve just done me a huge favor \u2013 akin to helping me move or letting me borrow your truck! Shouldn\u2019t the people providing the service be the ones thanking me for giving them my hard earned dollars?&nbsp; I want a genuine THANK YOU \u2013 and I know I\u2019m not alone.<\/p>\n\n\n\n<p>And here\u2019s a thought!&nbsp; How about we all&nbsp;<strong><em>LOOK UP<\/em><\/strong>&nbsp;every once in a while?&nbsp; Look up when someone is talking to you. I\u2019m sure you\u2019ve seen those videos where people have been on their smart phones walking into traffic, buildings, fire hydrants, other people etc. I hate to say this but lately, watching somebody fall down the stairs because he was on his phone and didn\u2019t SEE them makes me laugh \u2013 out loud.&nbsp; Not nice but true!<\/p>\n\n\n\n<p>When I\u2019m talking to potential suppliers, on a site visit for example, I want their attention.&nbsp; If they can\u2019t stop looking at the phone to look AT me \u2013 listen and answer my questions \u2013 I lose confidence in their ability to take care of my client.&nbsp; Suppliers and service providers who know enough to put the phones away and look UP now have a competitive advantage.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Customer_Service_Tips\"><\/span>Customer Service Tips<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>So here are some&nbsp;<strong><em>ground breaking customer service tips<\/em><\/strong>&nbsp;that will put you at the top of the Customer Service Class of 2016 \u2013 You may want to get a pen.&nbsp; (I\u2019ll wait).<\/p>\n\n\n\n<ol><li>Look UP \u2013 that\u2019s all I have to say about&nbsp;<strong><em>that!<\/em><\/strong><\/li><li>Say&nbsp;<strong><em>THANK YOU<\/em><\/strong>&nbsp;to your customers \u2013 and take \u201cno problem\u201d totally off the table!<\/li><li><strong><em>Be NICE to people<\/em><\/strong>. Even if you\u2019re stressed and trying to meet a deadline. ESPECIALLY if you\u2019re stressed and trying to meet a deadline. Just because someone is working for you, or is a supplier to you, doesn\u2019t give you a license to be rude. A little bit of kindness can go a long way. Treat the person with a little bit of respect. You\u2019re not lecturing a two-year-old here. Yes the supplier may have done something that didn\u2019t quite meet your expectations. But if you start freaking out, swearing, etc., you lose all credibility with the argument. And, quite frankly, you become somebody who they no longer&nbsp;<strong><em>WANT<\/em><\/strong>&nbsp;to help. You get a lot more respect \u2013 and much better service \u2013 by treating people fairly. You know, do unto others\u2026<\/li><li><strong><em>Put your money where your mouth is!<\/em><\/strong>&nbsp;Service has sunk to a new low because we, as the clients and customers, have accepted it. I really do try to put my money where my mouth is. If I\u2019m not pleased with the way that I\u2019ve been treated then I simply don\u2019t give that establishment my business again. Companies need to understand just how important&nbsp;<strong><em>good&nbsp;<\/em><\/strong>customer service is to their success.<\/li><\/ol>\n\n\n\n<h4 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"As_I_mentioned_earlier_it_blows_my_mind_that_in_2016_%E2%80%93_looking_UP_and_saying_THANK_YOU_%E2%80%93_can_give_you_a_competitive_advantage_Dont_get_me_wrong_customer_service_people_need_the_technical_skills_to_do_the_job_but_being_nice_to_your_clients_and_customers_brings_repeat_business_In_some_cases_just_being_nice_wins_you_that_piece_of_business_But_what_many_companies_fail_to_understand_is_that_you_cant_teach_people_how_to_have_a_personality_That_needs_to_be_addressed_at_the_hiring_stage\"><\/span>As I mentioned earlier, it blows my mind that &nbsp;in 2016 \u2013 looking UP and saying THANK YOU \u2013 can give you a competitive advantage. Don\u2019t get me wrong, customer service people need the technical skills to do the job but being&nbsp;<strong><em>nice<\/em><\/strong>&nbsp;to your clients and customers brings repeat business. In some cases, just being nice wins you that piece of business. But what many companies fail to understand is that you can\u2019t teach people how to have a personality. That needs to be addressed at the hiring stage.<span class=\"ez-toc-section-end\"><\/span><\/h4>\n\n\n\n<h4 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"And_if_you_are_the_head_honcho_%E2%80%93_if_you_own_or_manage_your_business_%E2%80%93_it_has_to_start_with_you_The_people_who_work_for_you_will_take_their_lead_from_you_So_put_that_phone_away_and_look_up_Youre_welcome\"><\/span>And if you are the head honcho \u2013 if you own or manage your business \u2013 it has to start with you.&nbsp; The people who work for you will take their lead from you.&nbsp; So put that phone away and look up!&nbsp; You\u2019re welcome!<span class=\"ez-toc-section-end\"><\/span><\/h4>\n","protected":false},"excerpt":{"rendered":"<p>Okay I\u2019ll admit it. I would rather have a root canal than go shopping. However over the holidays I was forced, yes&nbsp;forced,&nbsp;to go out and shop for my loved ones.<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"acf":[],"_links":{"self":[{"href":"https:\/\/mastertheevent.com\/wp-json\/wp\/v2\/posts\/486"}],"collection":[{"href":"https:\/\/mastertheevent.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/mastertheevent.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/mastertheevent.com\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/mastertheevent.com\/wp-json\/wp\/v2\/comments?post=486"}],"version-history":[{"count":1,"href":"https:\/\/mastertheevent.com\/wp-json\/wp\/v2\/posts\/486\/revisions"}],"predecessor-version":[{"id":487,"href":"https:\/\/mastertheevent.com\/wp-json\/wp\/v2\/posts\/486\/revisions\/487"}],"wp:attachment":[{"href":"https:\/\/mastertheevent.com\/wp-json\/wp\/v2\/media?parent=486"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/mastertheevent.com\/wp-json\/wp\/v2\/categories?post=486"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/mastertheevent.com\/wp-json\/wp\/v2\/tags?post=486"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}