Monday with Mitch: The customer is … seldom heard
June 24, 2012 at 7:00 pm in Duluth News Tribune
The flight attendant smiles. “Something to drink?”
“Water, please,” I say.
She asks the next guy over. Then she turns to me again.
“Did you say orange juice?” she asks. Continue Reading
It is because these people pretty much are programmed. They are in a lot of cases paid very meagerly which has them worried about financial problems as they live on the very edge, often living paycheck to paycheck with some broke days in between. Many could care less about their customers because there is no incentive to care. Just my 2 cents and yes I know not all people are like this.
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I’ve noticed the problem is much worse if the employee is in the late teen to early twenty range, and the boy or girlfriend is hanging around the workplace. I’m sure it isn’t allowed in most places, but when it is, it’s nearly impossible to get any decent service.
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Companies invest very little in their front line workers. It’s partly a matter of pay, but it’s even a greater matter of not investing them at all in the overall success of the enterprise. Also, people no longer have any loyalty to their companies because the companies have no loyalty to them. You’re only as safe as the last P&L statement and if they can find a way to get rid of you they will. In most companies the initial reaction to loss of revenue is to shrink the workforce. A very successful person once told me, “If someone’s reaction to revenue shortage is to cut, you’re looking at a person who has no idea how to make money.”
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Customer service positions are usually treated as entry level positions, where you land many times when you have no previous experience in whatever business it is.
It is rather ironic that many times the only contact a new customer may have with your company is through customer service, and yet it’s an entry level position with very minimal training (if any…and pay to match) and yet many times the face of your business, the very part that customers first connect with when they want to do business with you is treated most times with trivial importance (the pay scale pretty much backs that up) and little training.
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