"We're just about to close... we're open all day tomorrow though" #sweepsfloor #flipsdoorsign
"Oh sorry. You can't swap rice for another side in this combo"
"You'll have to visit your home branch. Walk with two forms of ID and a recent utility bill"
"Cash preferably... please produce exact change"
"None in stock. Can't say for sure. You'll just have to keep trying. You can probably call us back in about two weeks or so"
... and the list goes on.
Far too (unacceptably) often, we hear these phrases when we expect 'customer service' (well at least that's who Reception put us onto). Most times it's from demotivated frontline personnel who've been handed down an obsolete list of directives that stifles any desire to deviate sensibly from often archaic rules. Please don't blame them. It's probably the institution's custom to speak in that native tongue, especially at the lowest hierarchical level. It's the sort of culture that's designed so that if you oppose loudly enough, the corner office guy emerges to be the hero that resolves all issues.
Transfer these same service staff members to other institutions - ones that get it - and you'll see their pride in being allowed, taught and sometimes instructed to communicate in a more palatable language.
"Come right in. How can I help?" #shutsoffvaccuumdiscreetly
"Oh sure! How about half veg, half any other side of your choice? In fact, we have a special you might enjoy"
"You have an account with us, so we have your records. You'd be able to do everything online, including updating your profile if needed"
"All modes of payment are acceptable. Let us know which suits you best"
"If you wish, I can take your number and contact you as soon as one becomes available, and I'll put it aside for you"
Let's promote the language of exceptional service. Authorize our representatives to use logic and initiative.
At OnTime, we tell our team, if it's an absolute and unwavering "no", then you'd already know.... Otherwise, it's always "yes".
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