I went to a Chase bank the other day to inquire about a loan and to possibly re-open an account. I signed in on the clipboard that was sitting on the table and took a seat in the waiting area. The two bankers were occupied at their desk with other customers and there were about 2-3 people ahead of me waiting. I didn’t think it would take that long, so I waited...
...and waited...and waited...
Whatever the two customers needed to take care of seemed to take forever. Meanwhile, more people had come in to get help too. So now there are about five people sitting around staring at each other wondering what was taking so long.
I understand that these bankers were doing what they could to take care of the customers in front of them. But what about the people who were waiting?
First off, there was absolutely nothing to read while we waited. Most banks I’ve frequented in the past have had magazines or newspapers in the waiting area. Not everyone has a Blackberry or iPhone to keep them occupied. Thankfully, I did have my Blackberry on me, but what about the other customers who don’t? They were just sitting around looking at their watch every five minutes and staring off into space.
One of the bankers got up to go talk to a teller, so I walked up to her as she was heading back to her desk and asked if there was a customer service phone I could use. She looked at me with a blank face as if I was speaking in Greek.
“Customer service phone?” she said.
“Yes, a phone so that I can talk to customer service,” I said.
“Oh! I’ll let you use one of our phones,” she said. Then she walked away.
I stood there for a few minutes waiting for her to show me which phone I could use, but she vanished into a back office. I then picked up a bank brochure to see if I could find a phone number to call. All that was printed was the company website.
That’s when I decided that I would get a business loan and account somewhere else. Actually, I’m a little upset with all banks at this point. If you have a recommendation, let me know.
Photo Credit: John Lewis
Welcome to the Spring Edition of the Customer Service Carnivale. Figuratively speaking, it's time do a little spring cleaning and make sure you're getting all of the dust bunnies cleaned out of your business so that you can serve your customers from a clean slate of energy and inspiration...
Customer Service Story
Our first article involves a story of fantastic customer support. This is a perfect example of phenomenal customer service that every single person in business can learn from. Reading this story made my day!Customer Service Tips
How we relate to the people we work with has an effect on how we interact with customers. Internal customer service is just as important, if not more important, than external customer service. Here are tips for professionals to cope when there's trouble at the workplace.Are you listening to your customers...or are you just hearing them? Find out the difference by reading Listening and Empathy by Will Edwards.
Customer Service Tools
Do you have an online support ticket system for your business? If you don't have the money to invest in expensive software, you may want to check out the osTicket software - it's free!In today's technological, information-filled world, it can be a challenge to keep client's information organized. Here are 17 web applications that will help make you a better manager.
That concludes this edition. Submit your blog article to the next edition of customer service carnivale using our carnival submission form. Past posts and future hosts can be found on our blog carnival index page.
The other night I finished up a painting I had been working on for awhile now. All that was left to do was add a few finishing touches. I took my time and really focused on the details of this painting...
When I finally stood back to see the finished product, I realized how those details made a huge difference in the overall look and feel of the painting. It added dimension and tied all the elements together. It reminded me how important the details are in the work that we do - especially customer service.
Just a little reminder that every "little thing" you do contributes to the overall mission of your business. It may not seem very important, but when you step back you'll see that it does make a difference. Whether you're a janitor picking up trash or the person in charge of folding t-shirts in a retail store, you do matter and your job does matter..
This edition is mostly filled with customer service tips - information we as business-minded people can always use. Even if you think you know it all when it comes to customer service, I invite you to discover new resources and blogs!
Take a few minutes today to learn something new...
Stress is a part of our lives, and if we don't manage the workplace stresses, it can affect how we interact with our customers. Stan Popovich offers helpful tips on how to handle anxieties and stresses in his post, "Do Not Let Your Stresses Get the Best of You in the Business World".
Businesses are growing globally and customer service is now being outsourced to more countries. Here are the Top 10 Growing Countries for Call Centers.
Tash Hughes says that sending a clear message is the first step in engaging the right prospects and customers. Read more about this in Make It Clear What You Do".
Traci Hayner Vanover shares two very contrasting service experiences in her post, "Would You Like Service With That?" P.S. I've always had great experiences with GoDaddy too!
With so many people using social media nowadays, it's important to monitor what customers are saying about your business. Get some tips by reading Customers complaining on Twitter and Facebook – how should you respond?
Charles Tran offers a reminder that your business revolves around customer service. Are you doing what it takes to leverage customer service to improve your bottom line?
Negativity and childish behavior can affect your productivity and customer service. Find out how to deal with office gossip and negativity at work.
That concludes this edition. Submit your blog article to the next edition of customer service carnivale using our carnival submission form. Past posts and future hosts can be found on our blog carnival index page.
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