In a market as competitive and with so many services and products as there are currently in Colombia and with the service revolution so advanced, one would think that almost all businesses should be paying close attention to the quality of their service. But that is not the case, in a great majority of service businesses mediocrity is the norm, many of them manage to achieve some attention but not true attention to customer experiences. The quality issue is largely left to chance and consequently they achieve mediocre quality.
In business as in life there is a very simple truth: The pursuit of mediocrity is always successful.
In fact, we must realize that there are certain situations that allow considerations or attitudes to arise in human talent that many gurus have determined as categories or sins and as customer service should be considered a new philosophy, we must then study them and know them to know what to do and correct them, let's learn to recognize them and thus avoid them:
7 sins you must not commit if you want to improve the level of customer service
- Apathy
It is simply displaying an attitude of not giving a damn to the person making contact with the client or giving the client the impression of "Don't I sound like I give a damn?" Many people who serve behave this way when they feel bored with their work and are not reminded that their job is to do their best. Snub
It is trying to get rid of the customer by not paying attention to their need or problem; Trying to "cover the mouth" of the client with a regulatory procedure that does not solve the problem but will bail out the person in charge of the service to make it something special. Coldness
It consists of a kind of cold hostility, laconism, antipathy, haste, or impatience with the client that says: "You are very annoying, please leave." Air of superiority
It is treating the client with an air of lower rank, as many people do in public services or financial institutions. Robotism
"Thank you, have a good day, NEXT." The fully mechanized worker makes the client comply with the same program with the same movements and instructions and without any sign of friendliness or individuality. Regulations
It consists of placing organizational rules above customer satisfaction, without any discretion on the part of the service provider to make exceptions or use common sense. Evasive
"Sorry, you have to call later…," "We don't do that here." "That is not our competence" and endless responses that are withering evasions that kill the good intentions of customers to continue with us.
In companies it is very common to experience these episodes, they are almost as normal as breathing and if you watch for a long enough time you will see that almost all of them appear on stage sooner or later. As a personal exercise, I invite you, dear reader, to pay attention to the episodes of service that you experience during the week and you will see how many times you experience the sins of service.
