The Golden Rules of Customer Service
- The customer is always right, even when he is wrong.
- The client is our master, and we have to serve him.
- We have to treat the client politely no matter what.
- We are at the service of the customer.
- We should always be around the customer.
- Smile, smile, smile and apologize.
- We have to exceed the customer’s expectations.
While reading these golden rules, you may notice that you feel stressed. Imagine hundreds of employees in customer service working in a stressful environment because they cannot have dialogues with clients for fear of receiving a complaint. As an employee, whether you are having a bad day or a health issue, you always have to smile and be polite. Employees often miss their lunch break because they need to be always at the service of the client. This scenario sounds like an exaggeration, but in some companies it actually happens.
The results of these golden rules are:
- Added stress and frustration
- Inefficient time management
- Inefficient task management
- Reduced employee satisfaction
- Reduced positive motivators
Many managers and business owners are not aware of the fact that there is a 24-hours-per-day interaction going on between their employees and their customers. If the employee cannot increase his work performance, his interaction with the client will be negative. This is basic psychology, after all: when you are in a bad mood, you are inclined to interact with the people around you in a negative way. If you meet with a person that is also in a bad mood, you will have a negative experience
However, when you are in a good mood, you become more generous and careful with the people around you. If you meet a person in a bad mood, your first reaction is to solve the conflict and keep up the good mood. Armed with this knowledge, business owners and managers have to keep in mind that the well-being of their employees translates into the right way of doing customer service.
New marketing strategies are gradually changing the golden rules because these old rules cannot deliver efficient performance at either the management or the employee level. One new method that marketing specialists are trying is placing the buyer and the employee at an equal level so they can empathize with each other and work together in order to achieve the best result, preferably a win-win situation.