| Issue # 3 / 30 August - 2010 |
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A Note from Gary
Hi Subscriber,
Welcome to the September issue of the Garwen Philosophy newsletter.
On the 15th of July, just a few weeks ago I was watching Sunrise on channel 7 in the morning having breakfast. They had a story that announced of 12 countries studied, Australia ranked last in a tie with the U.K. for standards of customer service. Saying that 80% of Aussies polled, said they felt customer service in this country was poor. Conversations with colleagues over the next week indicated that ‘A Current Affair’ and ‘Today Tonight’ also ran stories on how bad the service was in this country.
I flew to Sydney last weekend for a conference and managed to leave my laptop computer on the service counter at Budget Rental Cars. Dumb sure, and I didn’t expect to see it again. In fact they told me when I called later that day, that they don’t remember it, but it could be with lost property at the Budget office, do you think I believed them? They don’t open until after the weekend.
So, back in Brisbane, I called with pessimism on Monday morning. Jade, the lost property lady was delightful; she identified it and packed it to be returned to a different state. There’s the WOW factor right there. Budget had a customer service system, people followed it, the customer was satisfied and my confidence was restored. Who do you think will be the very first company I call next time I need a rental car, anywhere? I do use rental cars regularly.
It’s easy for us all to be pessimistic and on-guard, but the previous example highlights those simple procedures and systems can assist the customer service process immensely. Systems, focus, training and reinforcement are what is needed to have our customers become advocates of our business.
Life is all about falling
But the living part is getting back up
Best regards,
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 Feature Article
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Customer Service
So do we really have control over customer service?
Well as a valued team member of any company much of that control is in the standards set by the management. However, given a lot of companies don’t have measurable standards; it’s often up to an individual to set their own.
Now I don’t advocate that business owners should not set standards, I strongly believe they are essential. They should have measurable, achievable expectations so that the staff can gauge themselves, and provide regular feedback. But if those standards are not set or clear, that shouldn’t mean you don’t set them for yourself.
I think that poor customer service situations often occur because someone takes offence to what they perceive has been alluded to by the other party. You see in last issue’s article we showed that 68% of customers leave a business due to PERCEIVED INDIFFERENCE and the important word here is PERCEIVED. That can be the case on both sides. A customer perceives that you don’t care, don’t know, are thinking of something else, are rude, and are snappy or disinterested. But that is their perception only. They form a view early and this could lead to them not returning to do business with you again, because they respond to what they think is happening in your mind.
That also happens the other way around. A customer will come to the counter, be a little abrupt, short, demanding or rude and the team member immediately responds to that as a defence mechanism, by treating the customer the same way. Yet something terrible may have happened to that person that morning (heaven forbid). They may be sick themselves or had a child admitted to hospital. They may have lost their purse or wallet, had a pet put down or had a trolley crash into their car in the carpark. All these things we could empathise with and often never consider at the time of serving them.
I guess the message in this article is not everything is about you! If a client is annoyed or rude, DON’T take it personally. If the staff member is snappy while you are buying something, be a little patient. There may be some real life issue here. DON’T TAKE EVERYTHING SO PERSONALLY. If you do the right thing and hold yourself and your service standards in high regard, you will conquer most challenges and difficult people.
All the best ! |
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Events
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We have just released the Garwen Evening Course schedule at our YATALA training rooms for CERTIFICATE IV in Business and CERTIFICATE IV in Customer Contact
Places are limited. Call 3801 8111 for more information.
Upcoming information evening about Business Courses
WHERE : 5/38 Computer Rd – YATALA QLD 4207
WHEN - :Wednesday 1st September 2010 at 7pm – 8pm
PHONE - 07 3801 8111 OR 1300GARWEN
SUNDAY September 12 - A voice is all that is required to help us break the silence on child sexual assault this White Balloon Day. Add your voice and support the work of Bravehearts during National Child Protection Week this September.http://www.whiteballoonday.com.au/
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News |
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We have developed a Youth Entrepreneur Program or Y.E.P. It is being currently outlined to schools and the response has been amazing. We have 4 schools scheduled to start in 2 weeks and they are putting upwards of 40 students through it.
Many are micro businesses too and our future leaders need to know they don’t have to follow the herd.
The program was designed for students who may not be receiving the OP score they had hoped for, and those who may not share the same desire as most, to go to University. We believe with the Global Financial Crisis hitting hard around the world and many businesses struggling, that we need to become more Entrepreneurial in the future, because small business will continue to grow.
Many are micro businesses too and our future leaders need to know they don’t have to follow the herd.
If you feel this course (priced at ($145) is of interest to your school then drop us a line and we can contact your careers advisor or V.E.T. person to introduce this very exciting program enq@garweneducation.com.au
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Recommendations
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Y.E.P. (YOUTH ENTREPRENEUR PROGRAM)
A bright new way to look at Business, success, wealth and opportunity for our young people. Schools are hungry for new ways to learn and new formats and offerings to show the kids and parents in their community. Ask us how this can benefit you or your students or your own kids.
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