Really?
As it happened I did stay on the line and within about 30 minutes my query was answered both effectively and efficiently.
I can only imagine that others got tired of waiting and listening to the (usually) boring music and hung up which allowed my call to be hastened.
The single most discourteous and telling thing that can happen is when a letter, or email, or other inquiry or request is not acknowledged.
Even a brief "thank you for your inquiry but we are unable to help" would suffice... at least you know that they have perhaps taken note of your question.
Yet over recent months I have written to some senior managers/leaders on behalf of a major organisation (one page max) seeking advice, only to not even get an acknowledgement.
My view, and that of my large client, to that and those managers/leaders is as you would expect: poor, and their organisations are then seen in the same way.
There are tens of thousands of dollars and inordinate amounts of time (yes, a cost) wherein organisations rabbit on about, and often hire in facilitators to lead, customer service workshops.
Yet what becomes of all of that effort, time and cost?
In my experience, not too much. It is generally found that "we" revert to type... UNLESS those in leadership roles clearly model the customer service that they want and believe in.
Too often customer service is left to "them" ... the few on the front line.
Image and attitude are both important as customers pick up on non-verbal communication. As much as 90 per cent of communication is non-verbal, so it is extremely important that non-verbal messages match the verbal and/or written communication.
Yes, attitude can't be hidden for it is proven that this very important factor comes through in every form of communication (or non-communication).
Every organisation, be that for profit or not-for-profit, needs customers.
A customer is a customer by any other name; member, donor, patient, stakeholder, or any other name where the person is a recipient of the service that is offered. Without customers any organisation would not be able to continue to operate or achieve a return on the investment made to bring their offerings to fruition.
When customers receive a good level of service they are satisfied - and satisfied customers are usually loyal customers (which means they bring repeat business, theirs, or others they influence, to the organisation).
In this high-tech, fast-paced world it is an absolute necessity to ensure that high-touch (through respectful human interaction) is there to provide excellent customer service to ensure more than satisfaction.
Working with customers, members, patients, stakeholders, can be challenging!
Even more so when they are complaining, upset or being difficult.
In short, it's all about fulfilling the promise - the promise made when you set out to offer something with attendant service to any person no matter how they may be known.
- Ron Rowe is a life fellow of the NZ Inst Mgt, he is the author of several nationally implemented "service" orientated programmes and standards. He is a governance and strategic adviser in Napier.
- Views expressed here are the writer's opinion and not the newspaper's. Email: editor@hbtoday.co.nz
