The inimatable Basil Fawlty - some people's customer-care role model I think!
Today’s offering concerns front line customer care.
Can anyone explain why managers appoint people to front line jobs with customer contact who just do not seem to have any respect for the customer?
To me this is simple – appoint people who can empathise and understand the customer - surely this is a no brainer?
Soooooo …. How come I constantly meet morose people dealing with customers?
The customer is made to feel like an inconvenience and an interruption to the tranquility the staff seem to feel they are entitled to enjoy. These people do not smile, they deal with the customer with a dismissive tone of voice and they make little or no eye contact. I am convinced there just has to be a training school from which such people graduate with honours after weeks or months of intensive training.
It really cannot be that difficult or challenging to find the right people to 'front' your business.
Anyone who owns a business is being represented by the person who is interacting with the customer. Next time you have a confrontation with the sort of person I am talking about, why don’t you send a quick e–mail to the owner of the business to explain they are being represented by someone who makes Basil Fawlty seem like Mother Theresa.
That is three really good rants off my chest but I must be careful - I have never been a moaner but I am starting to enjoy bringing out these ironic practices!
I will give thought to my next Stupidity award - any suggestions?