Who is customer service really serving?

Recently I served as a panelist at Ken McArthur's Social Media Roadtrip. I had the opportunity to meet lots of smart people and exchange good ideas.  In the process, I was confronted with all the usual hassles that travel brings.  

But something struck me during this trip that I hadn't seen before.  Most of the people who were serving customers were not only not thinking about serving the customer, they were thinking about how to make their job easier at the expense of the customer.  That's nothing new.  We all know customer service is a forgotten goal.  

But during these encounters I realized that those tasked with customer service were eager to discuss HOW they couldn't possibly serve anyone because it was interfering with getting their job done. When I asked if they could simplify something they looked at me quizzically. How could that possibly be a good idea? Wouldn't that take longer and inconvenience them in some way?

If you're in charge of business strategy for your company, please think about how you can get your staff to think about helping customers as the ultimate goal.  Just getting the job done doesn't get the job done.

Comments

[Stephanie Diamond]

Yes, it is a very hard job and no one should be subject to another's outrage. I think it's about remembering why you're there.

[Wordpress Development]

I've had experience as a customer service agent and it was the hardest job I ever did. It's like I didn't want to go to work anymore. Not only is it stressful, it's often hurtful especially when it's an angry caller you're dealing with.

But yes, I agree with you that no matter how the job is, a 'customer service' agent should always set customer's needs as the highest priority. I guess, it's all about discipline.