The Death of Customer Service

I’ve written about this topic before but “new” concepts in Customer Service keep popping up so I have to keep smacking them down.

One of the newest says that customers aren’t really customers….they are personas that have to be “dealt with.”

Wow, that really sounds like the right mindset for providing decent customer service to the people who buy your products so that you can stay in business so that you can feed your family and have a roof over your head.

Those “personas” are the people who pay for everything a business AND their employees own. When a company forgets that the customers, those pesky people who the company exists to serve, tend to go away.

And go away is exactly what they should do!

If you are in business then you are in the people business. If you refuse to acknowledge people are human beings and insist on calling them baggage, personas, problem causers, or whatever else you want to call them you’ll be out of business soon enough. The sad thing is how many people you’ll have frustrated along the way.

If you’re in business stop throwing money away on the latest Customer Service fad. Start treating your customers with the same decency and respect that you expect when you’re a customer.

It’s really that easy. Remember, you are in business to serve your customer. You are in business to help your customers. You are in business to solve problems for your customers. Are you getting this yet…you are in business for your customer’s benefit.

Your business is ALL ABOUT your customers.

Yes, you need to make money but if that’s your primary focus you can’t last. If you treat customers, every customer, with dignity and respect they will tell people about it. Those people will beat a path to your door. You will be making more money than you ever imagined.

You cannot go wrong taking care, showing care, and truly caring for your customer.

If some “professional” Customer Service Training Company tries to sell you or your company on the latest “fad” in customer service don’t even talk to them unless the customer, the real customers who keep your business in business, is at the center of that training.

If that so called training company calls a customer by any name other than customer you don’t need that kind of help. A customer by any other name will not feel valued the way they should.

Your people don’t need tricks, fads, or buzz words to help your customers. They need Human Relations Skills, also known as People Skills, because if you’re in business then you’re in the people business.

The day you forget that isn’t only the day your Customer Service dies, it’s also the day you start going out of business.

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