Referring to Customer Service as Art may be a bridge too far for some.
However, examining the efforts some companies make on recruiting and training Customer Service Representatives, there’s a case to be made for this comparison.
Let me share with you a true story that will demonstrate that Customer Service IS, no doubt, a real art form.
It was during the period as owner/president of a commercial printing company in Tennessee I received a call from a top client. They were a world-renowned company that has been in continuous operation for over a hundred years.
The person calling was in upper management and he wanted to speak to me directly.
The fact is, due to our systematization and continual improvement efforts, I rarely got those calls.
So, I answered the phone with a little dread, wondering if something was wrong.
The person calling was in upper management and he wanted to speak to me directly.
The fact is, due to our systematization and continual improvement efforts, I rarely got those calls.
So, I answered the phone with a little dread, wondering if something was wrong.
“Philip,” he said, “I really need to speak with you in person. Can we have lunch tomorrow?” Oh no, I thought, something bad must have happened.
The next day, I drove to their headquarters to meet up with (I’ll call him) Mr. Randolph, and we headed to a nearby restaurant. During lunch, we made all the usual small talk; however, I must admit I was a bit nervous, waiting for the hammer to drop.
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