To me it’s something over and above, or at least I think it should be, but now I’m wondering whether in some instances we’ve got so used to poor service, that when something just comes up to scratch we’re so surprised that we think it’s more than that.
Let me give you an example concerning a well known restaurant chain that’s been around on the high street for years (you know the one – modelled on something from across the Channel!). It’s been my experience over the years, that whichever one of them I use the service has been pretty poor – not coming back after serving you your meal to see if it’s ok, or if you need anything else etc. I’ve lost count of the times in those establishments that I’ve had to leave the table and go to look for someone to ask for salt/pepper, a glass of water or even the bill!
So when I last visited and had an attentive server I was initially impressed with the ‘good customer service’. Later, upon reflection, I realised that it was only normal service that anyone should expect to receive when they go out and pay for a meal. I started to wonder whether my expectations have dropped so much that I think normal service is ‘good or outstanding’?
My question to you – What is good customer service?
3 comments:
Hi - thanks for this. Unfortunately I think you're right and far too often we just get and settle for mediocre service when I know what I really want is first class service! From now on I'll be keeping my eyes open for outstanding service and will let you know when I find it.In the meantime - happy searching..
Good service comes from the heart. I think the reason we don't tend to get it is that those serving aren't valued enough in their roles, especially in the catering and retail industries.
From a sole trader's point of view, I'm only as good as my last job, so obviously I'll try my hardest to make my customers happy.
Yes, I think we sometimes are so shocked by good customer service, that we feel it should be remarked upon as something special.
It is however, great to be appreciative of good customer service, as well as overwhelmed when we get exceptional customer service. The more it is noted, commented on and passed on the better it is for everybody, in my opinion. It will ensure it continues, and the poor customer services eradicated.
Wendy Ager, Get Better Coaching
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