 |
Customer
Service Sins
- Apathy
- "I'm sorry, could you repeat that? I wasn't listening."
- Brush-off
- "This/that is not my department."
- Coldness
- Moody, depressed, hostile, unfriendly attitude that says,
"Please go away."
- Condescension
- "This is very complicated and tough for someone nontechnical
to understand. Don't worry about it."
- Robot-ism
- "Thank-you-have-a-very-nice-day-NEXT!"
- Rule
Book - "We can't do that."
- Runaround
- "You'll have to call so-and-so. We don't handle that
here."
- The
Black Hole - Requests for information or expedited service
go in but never come out.
- The
Bounce Back - rejecting requests on procedural grounds,
such as returning purchase orders for missing numbers instead
of calling.
- The
Edict - "Effective immediately, we will no longer ______
unless _____________."
- The
Gotcha - Taking pleasure in catching other departments erring.
- No-ism
- A "No, you can't" attitude instead of a "can-do."
- The
Papermill - No telephone/face-to-face conversations, everything
on a form.
- Turf-ism
- Guarding one's own area of responsibility to the detriment
of overall productivity (sub-optimization).
Which
of these sins occur in your department?
by
Karl Albrecht
|
|
