I know, in my last post, I promised to share with you, the places I have been recently, and I will. Sadly, I am still trying to upload pictures and reorganize. While at the same time, trying to get back to my normal routine. In the meantime, I wanted to talk about something else that we all come across daily, and for sure come across when we travel. That is customer service. I am really, really big on customer service. I am one who is all about finding ways to make others happy, even if it is sometimes detrimental to my own well being. In my journey to discovering who I am, or changing who I am into someone I believe to be better, I am trying to find ways to make us all happy.
So today, I was going to share with you some stories, involving customer service, we experienced, before, during, and after our trip. But, I decided to leave them out as rehashing them only upsets me and does nothing to bring about the positive changes that are needed. I will let you know, however, that some of our stories did have happy endings. I just do not understand why we cannot provide great customer service in the first place. As in all of my posts, when I recognize that something is missing or wrong in our society, and wonder how we got here, I begin to look at my part in it. Another thing we are all good at, blaming someone else and never looking at ourselves. So first let me ask the questions that came through my mind from my prior work experiences and recent travels.
Who do we blame for poor customer service? Do we start at the top? Do we blame the CEO’s and Boards Of Directors for paying more attention to making money and expanding the business, than to those working on the front lines? Do we blame middle management for wanting their bonuses and for cutting staff hours in order to get it? Do we blame location managers for putting people with no customer service skills in such positions? Do we blame the worker, who may be overworked and under paid, who may be doing everything from cleaning restrooms to cashing us out, who may not like to be working with people, or who may be goofing off and not doing their jobs? And should we add, do we blame ourselves for going into places with the mindset that something is someone’s job and they get paid to take care of us? Should we consider their pay? Should we not take time to recognize different situations and actually help a little if someone is overwhelmed and could use the assistance?
Maybe everyone is a little bit to blame. And to fix it, maybe it all needs to change a little. Maybe the worker could take a little more pride in doing a good job, or maybe they should not take a job working with the public if they are not people people. Maybe the location managers could be a little better at recognizing each employees best attributes and utilizing them. Maybe middle management should spend a little less time shuffling papers and data and a little more time on the front lines helping the staff. And maybe the top should be a little less worried about lining pockets and expansion and a little more worried about doing what is right for the customers; the people who actually are the reason they are in business. And lastly, maybe we the customer, should be a little more patient, a little more understanding, a little more observant to the situation we find ourselves in. Maybe our voice and/or our actions can help, but we must learn that they need to come from a positive place, not a negative.
Maybe one day being considerate of each other, no matter what side of the counter we are on, will become trendy again. One can only hope. Have you any thoughts on the matter? Ready to join in the discussion? We are here wanting to share and listen when you are ready.
No need for an elaborate response to this. You are correct in all aspects. At least in my opinion anyway. We are required in the hospital setting to be trained annually on customer service. I understood early on it takes many to ensure positive outcomes. As a pharmacy employee we are not directly involved in hands on patient contact. The end result is my care directly effects them. But along the way my customer base is also the nursing staff, physicians, materials personnel, housekeeping, personal care attendants, etc. Each requires my respect, involvement, care, in the role they play to achieve my end goal of assisting the patient. Customer Service requires something of all of us beginning to end. Those that are not accountable for their role and participation effect the end result. Look at the big picture. Be considerate and helpful.
I agree with you 100% great job!