Organisations are much more demanding, to meet the requirements of shareholders

The radio show I was listening to was debating the reasons for rude and offhand customer service. I had to share with them the three simple reasons for poor customer service (interestingly, they let the phone ring out and cut me off after a while, so not so special customer service at their end!).

So here are just three simple reasons - none of which are the fault of the person giving the customer service!

So then, three simple reasons - and solutions...

1. Firstly - the wrong people are recruited for customer-facing roles. Retail (my background), is tough - some customers are tough and it is not as attractive a proposition to some people as an easier number in an office. So recruiters panic and take what they can get - often the wrong people to face customers.

   Recruit 'people' people for your customer-facing work.

2. Secondly - management quality is frequently poor. Here, often again due to poor recruiting (because there is a big shortage of good managers in the UK), the wrong people get recruited into management - they are not 'people'people either.

   Managers need to deliver results, sure, but they also need to use their employees in the very best way - by coming alongside them and working together, utilising their special skills and squeezing the very best from them.

   Yet, in a way in which the employee loves the work. It is fun, fulfilling and their environment is conducive to enjoyment.

   Recruit sharp managers, especially those who have the very best 'people' skills.

3. Finally - customer service is about focus. Your freshly recruited 'people' people, well supported from above, need to be freed up to look after the customers they want to give great service to.

   Organisations are much more demanding, to meet the requirements of shareholders

   Church Signs and Outdoor Church Signs
   Church signs have been known to stop people on the side of the road to ask what they are. Outdoor church signs are mostly known for being right outside of the church with the thought of using it to attract new people to the church. Church signs are interesting because no one really knows if they are effective or not. The other question is whether o
   hile, so not so special customer service at their end!).

   So here are just three simple reasons - none of which are the fault of the person giving the customer service!

   So then, three simple reasons - and solutions...

   1. Firstly - the wrong people are recruited for customer-facing roles. Retail (my background), is tough - some customers are tough and it is not as attractive a proposition to some people as an easier number in an office. So recruiters panic and take what they can get - often the wrong people to face customers.

      Recruit 'people' people for your customer-facing work.

   2. Secondly - management quality is frequently poor. Here, often again due to poor recruiting (because there is a big shortage of good managers in the UK), the wrong people get recruited into management - they are not 'people'people either.

      Managers need to deliver results, sure, but they also need to use their employees in the very best way - by coming alongside them and working together, utilising their special skills and squeezing the very best from them.

      Yet, in a way in which the employee loves the work. It is fun, fulfilling and their environment is conducive to enjoyment.

      Recruit sharp managers, especially those who have the very best 'people' skills.

   3. Finally - customer service is about focus. Your freshly recruited 'people' people, well supported from above, need to be freed up to look after the customers they want to give great service to.

      Organisations are much more demanding, to meet the requirements of shareholders

      Position Yourself In the Market and Cut Down on Unnecessary Advertising
      Everyday I meet small business owners who delegate their marketing responsibilities to a third party and tell me “oh, our marketing guy handles that.”“Handle what?” I ask, then they usually tell me “oh our advertising and other stuff”.Whether you like it or not, whether you perform actively or passively, your business is always
      active a proposition to some people as an easier number in an office. So recruiters panic and take what they can get - often the wrong people to face customers.

      Recruit 'people' people for your customer-facing work.

   4. Secondly - management quality is frequently poor. Here, often again due to poor recruiting (because there is a big shortage of good managers in the UK), the wrong people get recruited into management - they are not 'people'people either.

      Managers need to deliver results, sure, but they also need to use their employees in the very best way - by coming alongside them and working together, utilising their special skills and squeezing the very best from them.

      Yet, in a way in which the employee loves the work. It is fun, fulfilling and their environment is conducive to enjoyment.

      Recruit sharp managers, especially those who have the very best 'people' skills.

   5. Finally - customer service is about focus. Your freshly recruited 'people' people, well supported from above, need to be freed up to look after the customers they want to give great service to.

      Organisations are much more demanding, to meet the requirements of shareholders

      Cultural Sensitivity in Business
      Forget the saying ‘the world is getting smaller’ – it has gotten smaller. Advances in transport and communications technology combined with the development of a world economy have resulted in people from different nations, cultures, languages and backgrounds now communicating, meeting and doing business with one another more than ever.There
      ng people get recruited into management - they are not 'people'people either.

      Managers need to deliver results, sure, but they also need to use their employees in the very best way - by coming alongside them and working together, utilising their special skills and squeezing the very best from them.

      Yet, in a way in which the employee loves the work. It is fun, fulfilling and their environment is conducive to enjoyment.

      Recruit sharp managers, especially those who have the very best 'people' skills.

   6. Finally - customer service is about focus. Your freshly recruited 'people' people, well supported from above, need to be freed up to look after the customers they want to give great service to.

      Organisations are much more demanding, to meet the requirements of shareholders

      10 Things You Should Know to Get the Ultimate Printing Services
      Many, perhaps, shy away from the sometimes complicated processes involved in printing. It seems that this branch of knowledge, which has taken its roots way, way back in history, is too much of a mystery that only a few dare know and comprehend. Even in this day in age, not too many people know about the wheels that turn to produce our daily newspa
      to enjoyment.

      Recruit sharp managers, especially those who have the very best 'people' skills.

   7. Finally - customer service is about focus. Your freshly recruited 'people' people, well supported from above, need to be freed up to look after the customers they want to give great service to.

      Organisations are much more demanding, to meet the requirements of shareholders profit needs, and use multi-tasking to drive productivity.

      Focusing on three tasks at once means they can't give their total focus to delighting customers by building great relationships with every one of them. There is a place for multitasking, but other jobs must very clearly come second to customers.

      Personally, I think multitasking is actually less productive, but that's me.

      Give your customer-facing people the complete freedom to focus on customers.

   I never heard whether my comments got aired, though they did ring me back, the signal got lost. All that free advice, lost forever - except to reader here, of course! Focusing on my loyal 'customers' :-)