Because I’m involved in customer service measurement and improvement, I pay particular attention to the service quality everywhere I go. More often than companies want to admit, we all run into what I call service “monsters”.
Zombies: Basically, the walking dead. This employee has no personality, goes through the motions, no smile, no eye contact, no conversation, and not even a “thank you”. Robotic in every way, they make it pretty clear they wish they were anywhere else but helping me.
Vampires: Worse than zombies because they suck the life out of me in less than a minute. You can walk into the business with a happy mood/attitude. But by the time you leave, you are ready to put a stake through someone’s heart. These employees can be rude or inattentive. And sometimes it’s just their tone or attitude that takes it out of me.
Witches: Well…you know what I mean. But they aren’t always female.
Werewolves: My experience in the store starts out normally with decent service, maybe even good service. But sometime during the transaction, the employee transforms. Maybe because I ask for something extra, add on a last minute purchase, even want to put my items into 2 bags instead of 1. Who knows what sets them off, but it’s rarely the full moon.
Ogres: similar to zombies but they show a bit more life. You just can’t understand what they say because they talk little, growl alot, and are hard to understand. They talk too low, too slow, or not enough to help you with what you need from the company. Sometimes they even act like I’m a dummy for not knowing exactly what I need to solve an issue I’m having.
Did you know Forrester’s latest report says that 80% of companies believe they provide superior customer service? (not good service, superior service!) But only 8% (yes, that’s right, eight percent) of their customers agree. This means there are alot of monsters out there that companies don’t know about!
What about your company, do you have any monsters serving your customers?
by Kathy Shook
President, Shoppers, Inc.
www.insightyoucanuse.com
Shoppers, Inc. provides companies with customer service measurement and improvement tools to insure that all customers receive quality service every time.
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