My family has always been keen on Customer Service, between working at a convenience store, delivering the Columbus Dispatch, and working at a Help Desk, there is plenty of experience. I wanted to talk about my definition, what it really means to me, and how it eventually is portrayed. The reality is, will people view it as good customer service, or completely fake and intended mainly for looks on a company perspective.
Many sites have a varying definition but for the most part it all deals with the transaction of a product, or service, and how it relates to Customer Satisfaction. Although the one I would like to use, seems to have a bit more information than just dictionary.com
Customer Service is the provision of service to customers before, during and after a purchase. According to Turban et al. (2002), “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.”
Most companies typically require you to smile and say phrases along the line of “Welcome” at the introduction, and then “Have a nice day” at the end of said transaction. The reality is, because these phrases are so common, saying them seems exceptionally fake in my opinion. And just for consistency sake, when I say Fake, I mean not genuine. If Customer Service is all about Customer Satisfaction, then can a customer really be satisfied, when you have to say these phrases, or smile just because you have follow the rules.
I will admit, as a help desk employee, I have to maintain a positive attitude, smile, and greet people all the time. But in reality, just because someone comes up, I don’t always ask them how they are doing, I may not always smile, and I surely don’t always say “Have a nice day” in the end. If people actually ask for help, instead of just coming up to staple or hole punch their paper, I will give them my attention with a smile, but if I am not happy, will they see through the smile?
My mother has admitted many times, that while working as a cashier, she has said “Have a nice day” in a sarcastic tone, and the customer not even realize it, but then when a regular customer comes to the window, they usually make a comment along the lines of “your not having a good day are you?” and she calmly answers ” no I am not”. This just goes to show that Customer Service can easily be faked, and just saying a couple of phrases, wont actually result in customer satisfaction, if they see through it like most regulars do.
My opinion, if a regular sees through the falsification, then it clearly impacts customer satisfaction, while is the whole point of customer service. If the regulars see through the sarcasm, and the lies, and all you really say is “have a nice day” then can they be satisfied with the service, the employee offers. My answer is simple, no one can be satisfied with a fake sense of customer service.
The Reality of the matter, if your not happy then you cant provide a decent amount of customer service, which means you cant satisfy the customers. The solution in my opinion would do what I do, if your not happy, dont pretend to be; however, I may be able to handle a lot before I am not happy, I am an optimist, which means I always look on the bright side of things, so very little actually upsets me. One thing is for sure, you wont see me smiling if I am pissed off. As for any pessimists out there, at least try to smile, you may not be able to say the happy “have a nice day”, but if you can smile, you may start feeling better and eventually be able to say the happy “have a nice day”
In the end, if you provide a fake Customer Service, you will receive a fake Customer Satisfaction.