Customer Service Tip - July 2008
Prejudgement is a crime that most customer service representatives are guilty of committing. We all may have committed this grave service offence at one time or the other during our careers. When we see customers walking towards us or say hello over the phone we are already categorising and segmenting that customer and this affects the service we render.
As professional service representatives, we should never prejudge ANYONE. Everyone who walks in or calls in to the organisation should be given a memorable, consistent experience that will keep them coming back for more.
Often times we become rude to customers who may sound illiterate, have poor diction or walk into our offices or shops dressed in shabby attires. Experience may have shown us that appearance or diction has no correlation with the spending power of an individual. Statistics also show us that the customers who do the lowest volumes of business with us are often the ones who when satisfied “blow the trumpet loudest”.
Why then should the appearance or speech impairments define the service we offer to our customers? In this business we have to give everyone our very best, because we may be losing business when we don’t.
Tags: customer service tip, prejudgement