I don’t know whether it is just me, but in the past couple of weeks I have been receiving cold calls from various (mostly) leisure companies. The one thing that has “impressed” me about the calls is the rudeness and lack of Customer Service ethos.
The call starts asking for a person. If the person is not there, the phone is immediately hung up – no “thank you”, “goodbye” or anything else. Just a click and silence. If the person is available, as soon as you show any lack of interest in the proposition, once again, click and silence.
Have the companies paying for this service considered the customer service impact of this behaviour? I know that I will not consider them in the future if I do want their service, because it is very obvious that they do not have any conception of customer service, which starts with respect and politeness.
Customer service is a skill that can be learned, but it also needs the attitude to be right. In the same way, a craftsman’s skill or an engineer’s skill comes from as much the attitude they have as the skill they have. Are they proud of what they do or just earning a wage?
Similarly, I was listening to a talk recently about how to build businesses. One of the thoughts that was passed on was to find a way to remove any staff who are moaners, as they bring down the performance of the whole team. Attitude once again.
So, when we train skills, we also need to train the right attitude. It’s not a new thought, but it seems to be missed sometimes.