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Customer Service Throughout the Organization

August 25, 2006

Knowing is not enough; we must apply. Willing is not enough; we must do. ~Johann von Goethe

I went to see a banker friend (of course he may not be a friend after he reads this article) about a committee we serve on together. As I walked into the bank, there was not a greeter and the two customer service representatives were servicing other customers. They did not even acknowledge my presence. As I had never been to his office before, I was not even sure if I was in the right location. Of course, I should have asked him where his office was.

I wandered around the central area of the bank over and over again, wearing a path in the carpet. It seemed like an eternity before someone noticed that I had a very lost look on my face. This lady came out of her office and pointed me in the right direction. She, also, promised not to charge me for the carpet damage.

When I reached my friend’s office, his assistant was on a personal phone call to a friend. I heard her say, “Let me put you on hold, while I deal with this person.” This was not a warm and friendly greeting at all. She took the information that I wanted to see the banker and she said he would be with me shortly. Immediately afterwards, she resumed her phone conversation with her friend. Never did she offer me a drink or a cup of coffee or anything to demonstrate a warm welcome. She was only concerned with her personal issues.

When the banker was free he came out and got me which I appreciated. When I left the bank, he walked me to the front doors, a very personable and welcome gesture.

Now in all fairness, I just might have hit an unusual time in this bank, but, from that one encounter, I felt that the bank does not enforce customer service as a high priority to low-level employees.

Customer service simply cannot be rendered at a high level but must be pervasive throughout the entire organization. Who do most customers interact with on a daily basis? It is the employees -- e.g. tellers and waiters – who sit on the lower rungs of the corporate ladder.

If an organization really wants to have great customer service, they must make sure that each and every employee is trained in great customer service and then management must make sure this training is continuously reinforced and rewarded. Just a slip here or a slip there in customer service can really make a difference.

Now go out and make sure that you have a program in place to train and continuously monitor all employees for customer service.

You can do this!