There is a particular coffee shop in town that I avoid now.
You know the chain, but I'm not naming names. It rhymes with Aw Shucks.
Normally the baristas are pretty friendly, but there's this one. He refuses to say Hello. One time he didn't say a single word for the whole transaction. I ordered, he took my money, he gave me my drink. Not a word. Not a smile.
It was awkward. It was the opposite of a pleasant customer service experience. And I'm easy to please (even though the tone of this post so far is "kids these days!" Maybe I'm turning into a cranky old person).
A. He could smile.
B. He could say "Hi, can I take your order?"
C. He could not be so smug.
Have we gotten so fancy with our handheld gadgetry and too cool for school with our post-post-modern attitudes? Of course this isn't just a problem among baristas or fast food workers. Our B2B interactions could use a little refresher on good customer service, as well.
These six tips are back to basics for any business or organization who wants to improve their customer service game.