I’m passionate about customer service.  I believe that it’s a simple, easy concept.  It’s not difficult, and it’s one of the mains reason why I developed PROUD.

Only the other day I was in a well known high street retailer that I know has undergone a large customer service programme a short time ago. Unfortunately, I had a bad experience at this store with one of the staff.  I passed this off as an exception.  But I then returned a day later only to be treated to poor service by a separate individual.  I then took a little time out and observed the staff with other customers (just in case it was me!)  After 5 minutes I realised that all the staff treated the customers the same.

Using PROUD as a gauge, I could see that at the basic level of being polite and professional, they failed straight away.  They were rude, and indifferent to the customer, their attitude was though they were doing you a favour by being there.  Failing at the first hurdle had a big impact, as the customer (and I was one) immediately adopts coping mechanisms – either fight (being slightly more assertive or having to justify why they want help), or flight (walk away and not get the information they need, for example).

Needless to say, as one of the key points made in any customer service programme – bad service meant that I wouldn’t be using them again in a hurry; and yes, I will be telling other people.