Customer Service means the Buck Stops where the customer is, not where the boss is

Teach and empower your staff to deal with problems immediately rather than passing the problem to someone else.

This article is great. The title is 5 Words That Customers Absolutely Hate. Those five words are “That is not my responsibility.” Customers don’t know that your uniform does not cover that area of responsibility. Ski areas are a classic example of sending customers to someone else to solve a problem.

Everyone at a ski resort wears a uniform. However, the only thing that guests know is one uniform has a white cross on their back, and that is the best one. Every other uniform means something to the ski area staff, but nothing to the guests. Guests only know that you have a uniform or name tag, and that should be enough.

On top of that, why take a problem and intensify it. A customer has a problem. Instead of using a radio at a ski area or a phone, you send the customer to someone else.

Do Something

Train your entire staff to deal with all the customer problems. Sending a customer to someone else just magnifies the problem, it does not solve it. It increases the staff time spent on the problem; it does not save time. It makes customers mad; it does not solve problems.

See 5 Words That Customers Absolutely Hate

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By Recreation Law    Rec-law@recreation-law.com         James H. Moss         #Authorrank

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