Rethinking Customer Service: Beyond Robotic Approaches

Lesson 5: Don’t Be a Customer Service Robot

Customer service is a very important description to a job. Every employee has a job description to their position that requires them to have some type of quality service that keeps their customers, patients and/or clients satisfied because of their business. Often, we see a lot of employees treat their customers as a part as a description, they become routine. Because employees’ tend to do the same exact thing, over and over again in the work place, they begin to develop a go with the motion type of attitude, causing a robotic like service towards our customers.

Customer service should be value and treated the way we would want to be treated if it was employees on the other end. Employees shouldn’t adapt to robotic ways

In the workplace details matter, especially the small details. Example; I work in the medical field and after every patient I have to sanitize the chairs and make sure nothing has been left behind from that previous patient. At times, the office can get pretty busy and I can forget the smallest detail in the room, like missing the trash can and leaving gloves on the floor next to it. If a customer sees that, they will automatically think we are not clean.

As Snow expresses in this chapter, everything speaks. As a customer myself, when I go to a restaurant and see flies, flying around me, I will assumed that they’re flies in my food. Any type of mistake left behind or errors, customers see that and began to question the promise, mission and/or vision that organization represents. Employees should always be aware of their workplace environment. Paying close attention to detail shows how much they value were they work. Customers will respect and value your place of business because it starts with