CUSTOMER CAN BE - PART OF THE PROBLEM

Wednesday, May 30, 2007

Tired of missing out on good customer service? Perhaps, feeling that others are picking on you, or that businesses are just not responsive?

Yesterday I noticed two situations – one very bad on behalf of the customer and the business. The other was a sample of the customer knowing what they needed and clearly asking for it.

In the first instance the customer was confused and unsure of the process. The company employee was a bit cold in the response. In the end, neither person was happy or satisfied with the communication process. The customer was angry and requested the manager, and I’m unsure what happened with the employee.

The second example is in a library. The customer wanted to finish a book, yet the library policy clearly stated that books in the new fiction category could not be renewed. The customer stated her goal, and requested to be added to the waiting list. The librarian checked, and there was no waiting list. Then the library suggested the customer return the book, and then the customer was able to check it out again for three more weeks. This is a perfect example of the customer clearing stating the need, and receiving benefit. This is also a fine example of a business being open and respective of their clientele.

When the customer is clear on their needs, and communicates them cleanly, the outcome will be positive for the customer and the business.