Posts tagged ‘customer service’

March 30, 2012

It’s ALL Customer Service: Living Vicariously

Picture this: you’re at the store picking up a few things, and at the returns desk nearby you hear a customer being shut down before she can finish explaining her situation. It’s not you, but it could be you, and it affects your feelings about the place. Call it vicarious customer service.

The flip side: yesterday at Target the cashier next to mine noticed her customer buying just one item, a cup of yogurt, and volunteered that there are spoons over at the snack bar. A pleasant surprise to that customer, and to me. Clearly the cashier was on the lookout all the time for an opportunity to add a little something extra, a sort of informational lagniappe.

In a nonprofit there are many opportunities to show volunteers, donors, and participants recognition. Seeing it on a website, in a newsletter, or at an event says these people are valued, and by extension, so are you.

The wonderful Wayside House, Inc. in the Twin Cities provides supportive housing and many other services for women recovering from addiction and mental illness. Their newsletters highlight donors and volunteers, and also women from the programs. This isn’t unique, but I believe that type of recognition may be the little something extra some recovering women need, and it’s more than inspiration. They get the message their success is and will be noticed, and that it matters in the larger community.

Suppose someone comments on this post, “This is the dumbest post I have ever read.” I can thank him for his input and perhaps clarify something, or I can say something about his mother. Maybe I even know his mother, but you wouldn’t know that, and you’d draw a conclusion about me. Or perhaps about my mother.

So here’s a new rule: Do unto others as you may one day do unto other others. Because it’s all customer service.

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March 9, 2012

It’s ALL Customer Service: Welcome, guest. May we help you find a SKU?

There’s been a spotlight on the dangers of pompous, impersonal, and jargon-filled business writing recently (including here on this blog) and I’ll admit it can be difficult to rein in. However, those writing for a consumer audience have no excuse. They shop, eat, and listen to the radio, too, right?

Most stores don’t have customers anymore, because “care team members” serve their “guests.” Apparently, this is cozier. For some reason, use of jargon has gone the other way.

Retailers now casually refer to SKU’s, and you may have a choice between a “blister pack” and “hanging assorted” at the store. We get cash from ATM’s when we don’t have time to visit retail banking for a debit transaction.

When preparing a frozen dinner, instructions often say, “Remove product from its overwrap,” and “Be careful, contents will be extremely hot.”  Mmm, yummy.

But here’s what inspired me to write this post: I was online looking for a restaurant location, and their website had a nice interactive map. The instructions? “Click on your market.” I knew we had something special.

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