Customer Service or Customer Sabotage?

I am not sure when, why, or how it changed, but customer service is not what it is supposed to be, nor is it what it used to be. I have worked in a form of customer service since I was 16 and I have never, nor would I ever, treat or talk to someone in the way that I have experienced the last few months. I realize that we are living in an unchartered way of life, but it does not mean that we throw all kindness, consideration, and respect out the window. We need those things now more than ever. ln my agency, we strive to treat our customers with the upmost respect and take into consideration that their day might not be going so great, but maybe we could make a difference in their day just by the way we treat them. My secretary and I talk to service centers, banks, insurance companies, finance companies, car lots, credit unions, adjustors, inspectors, doctors offices, etc. almost daily and we have had some extremely rude, inconsiderate, and complacent people on the other end of the line. They have said things to us that would be cause for termination in most cases. It would, at least, call for some additional training on phone etiquette. We have been hung up on, called liars, told “NO” when we asked for a supervisor and basically told we don’t matter and the person on the other end just doesn’t care. “What”? I do not understand! Now I am not talking bad about any particular company or category of business, but I am saying that it is everywhere and if “we” as business owners, supervisors, managers, etc. do not train them and hold them accountable for inappropriate and unacceptable actions and words, customer service will be no more. “You” as the caller will not matter and not receive the help or assistance that you need in the manner it should be given. I have been appalled and shocked at employees that work for very reputable, large companies that somehow allow this. Maybe they just don’t know or are so short handed that they can’t care. Things should never be so bad in the business world that you don’t care. Some employees just see it as a job; show up, put in your 8 and go home. If customers are not satisfied with the service they receive they will not repeat business with you(your company) or come back to you(your company) If a company experiences a customer decline then they will eventually have to do an employee decline. This means layoffs or firing of employees. That employee could be you. Think of your service etiquette as job security. Ask yourself today, “How secure is my job according to how I treated customers today?” In my office, we will always strive to give the best customer service that we possibly can. I challenge all business owners to do the same and to train their employees to do the same. Without customers where would we be?