Ahhh but I beg to differ! Even if your job title doesn’t specifically say “Customer Service” I would argue that customer service is still important in your job!
I was recently at an important medical appointment. One I had been anticipating and waiting for for quite a while. My husband came with me to the appointment. This specialist was a well educated and tenured individual. My husband and I were completely shocked at the experience we had over the 45 minute appointment. This professional was rude, unprofessional, cut me off, made me feel insignificant, and at one point even started physically pulling her hair out with both hands as if to suggest how frustrated she was. I almost walked out of the room and my husband, so shocked, stopped her and told her that the way she was conducting herself was completely unprofessional. Never EVER had we experienced anything like this in our lives. This person was very detailed as to what information she was looking for in her questions, but without knowing what was in her head, she became frustrated when she didn’t hear what she was looking for. I could go on and on here but truly without sitting in the room, it is hard to actually describe the experience. It is one I will never forget.
So, do you think that a medical specialist should provide good customer service – Absolutely! Do you think I would ever give her a recommendation? As a matter of fact, what do you think was the first thing I did when I got home? Yup…I made a call to my doctor’s office to request a new specialist and told them of my experience. I would imagine that they will think twice about referring patients her way.
How about a librarian? What about a letter carrier? What about a pooper scooper? Absolutely everyone is involved in customer service. Your “customer” may not be someone at a cash register, it may be an internal customer like another team or individual that you hand work to…We all make an impression – the goal is to make a lasting POSITIVE impression that brings in repeat business.
Have you thought about your customer service lately? How is it? Can you improve? What would your “customers” say about you?