I know, I know. The service on this workplace blog is too slow, and you'd like to speak with a manager! According to a new OfficeTeam survey, so would a lot of other people.
More that four in 10 employees surveyed (42%) told OfficeTeam that they encounter poor customer service at least once a month, and 79% will report examples of poor customer service to a company.
The good news? A full 7 in 10 surveyed said they will gladly contact a company to report an instance of great customer service when they see it.
The question is, how many times a week are customer service reps circling the bottom of our receipts and imploring us to "take part in a survey" and, you know, to give them a shout out for doing a good job while we're at it? And how often are we taking them up on their offer? Anyone, anyone?
Now I understand the hesitancy to go online and fill out a survey. It takes time, and we might have to offer personal information we'd rather not share with companies. In this case, we can always find a manager to say how the employee who helped us is awesomely competent, personable, and is an asset rather than a cost.
In a pinch, we can look up the company's social media page and leave some positive feedback there.
Unfortunately, too many customer service reps will hear only the negative feedback, even if they're doing their best on the job. The customer wasn't happy with you. You didn't do this right, you shouldn't have done that, why didn't you do this instead? No wonder 70% of customer service representatives will quit their jobs within a year.
Let's all take the customer service challenge. Sometime over the three days, take a moment to single out someone in a customer service position who did a great job for you.
If anyone needs good feedback to stay motivated, it's the entry-level customer service representative who deals with the public day in, and day out. Not only are the best customer service representatives dealing with the prickly public, they're most likely picking up some slack for their less-motivated co-workers. The best customer service reps could be doing the work of two or three people, and making it look easy.
Customer service reps can also feel stuck between management and the customer, which can be a tricky place to be if the customer is angry and the company tends to be nebulous at best in advising employees on how to handle tough calls (or special deals and new coupons, as the case may be).
Great customer service reps are worth their weight in gold, and companies can't do without them. They need to hear a good word from us customers. This week is a good time to do it. So let's all represent and help them out a little bit, shall we?