#4

How can I help you with ?

The above sentence may sound a bit weird, funny, awkward to most of you. In fact, many of you have never said it before to your internal customers, external customers. But to many, it’s a sign of good service, and a sign that the problems will be taken care of. On the other hands, time to time I heard the following two sentences from some of you:

I don’t know, it’s none of my business …

I believe most of you (if not all) did not mean what you said, but to the one who get your answers – it’s a sign of poor service, poor attitude and down right poor job being done. Obviously, you shall tell your customers – “I will check and get back to you as soon as possible”. Don’t bother to tell the customer that another staff can handle it – you shall simply take up the job, ask the colleague(s) who’s expert in the problem area to fix it and then revert to your customer. That’s a one-stop shop.

I am not an English teacher per se, but I want to let you know that it’s time to further improve our working attitude and be more customer-focus. As a matter of fact, I believe most of you (again, if not all) are providing top-notch services to many others. But again, there is no limit in quality improvement – you all can do it better.

In that poor economic environment, we have to improve ourselves just to stay afloat and we cannot afford any poor service, poor attitude and anti-professionalism.

Be alert. Life is not easy anymore.

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Understand that you all won’t have the time and desire to buy new books week after week. But recently there is a very readable article – i.e. the President Bush’s address to the Congress on 20th September. As you may aware, the speech may be one of the most important one in recent years and surprisingly, it is very comprehensible.

http://www.whitehouse.gov/news/releases/2001/09/20010920-8.html

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Do right. Do your best. Treat others as you want to be treated. ~ Lou Holtz ~

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