Service With a Smile

According to a survey conducted by the La Junta, Colorado Chamber of Commerce, the two biggest complaints that customers have are a) service providers with bad attitudes and b) untimely service (meaning you could read War and Peace and still have time for a nap before a salesperson notices you exist). This brief guide to good customer service, hosted by Paul Coates, reminds viewers of the Malthusian effects of poor customer service (for every complaint, 26 aren't voiced, and those 26 tell 10 other people that you stink on ice--statistics which seem, to me, slightly unrealistic, but should nevertheless give those in the service sector pause). The program also points out what customers want (courteous treatment, timely service, knowledgeable sales reps, etc.), and quickly covers ways to handle and defuse complaints. The overall gist is that companies should "offer services, not just processing," a principle we should all reacquaint ourselves with from time to time. This short, but informative, video is recommended. (R. Pitman)