This blog was inspired by the several grueling and frustrating conversations I’ve had with the Air India staff throughout this year. Sure, it has been a difficult year for the airline especially with the pilot strikes - however as Seth Godin says “Every tough time and every pressured project is another opportunity to earn the trust of someone you care about.” Yes, you should in fact care about your customers.
I recently put together a customer service training manual for all our employees at Husk. Some of the lessons seemed elementary, today was just another reminder how critical, difficult and important it is to implement those "basics"!
Listen
True, customers want to be heard especially when they are upset but this is a prerequisite for you to do your job. Until you understand their dilemma, their pain point, their goal - it is impossible for you to help them.
Escalate
No one can have all the powers or answers. When things are out of your locus of control, escalate the issue. Be proactive, customers will certainly appreciate the time saved. Rather than waiting for a frustrated customer to ask for your manager, introduce them to a more experienced colleague right away. This will do wonders for you and your reputation, perhaps even improve the organization’s negative brand image. For those that are self interested - who would you want talking to your manager about you?
A) A customer who you assisted immediately and referred to the manager
B) A customer that has been given the run around and has reached your manager as a last resort
It is always your job & your problem
A customer is every employee’s problem whether it affects your job responsibilities directly or indirectly. Your job exists because the customer chooses to bring his/her business to you. Respect that choice and make their problem your problem.
If employees simply care and do their best to address a customer’s concern – regardless of the outcome - the customer leaves with some sense of satisfaction. Treating customers as though they are disposable simply creates job insecurity. My hope for all employees is that we continue to develop empathy for our customers and stay mindful of the long term vision.
