As a relative newcomer at Dresser & Associates, I have quickly seen the obvious commitment to client needs that everyone here is so focused on. With that, I got to thinking about the many levels of customer service that exist in the workplace.
With so many new technologies, I think it is easy to overlook the basic task of picking up the telephone to speak with individuals one on one. So many times, basic information can get lost in translation through e-mail and Twitter. Of course, we all rely on such technologies, but I feel that it is important to remember back to a time long, long ago, when these conveniences were not available to us. Was customer service better back then? Yes and no.
With the world at your fingertips, I think that it is safe to say that you can respond to problems quicker, post information faster, and keep files in a much more organized fashion. Yet, sometimes, I just want to speak with a person to make a connection. I don’t want a menu or an automated e-mail response. For example, in college I drove an ice cream truck for one summer. I can honestly say that I have never seen happier customers. Yes, the ice cream may have been a factor, but they were also getting face time with me. And they all knew me by name.
Throughout my years in the workforce, I have had the opportunity to work in many different industries and there is a common theme throughout – if customer service is sub-par, this will show and business will suffer. While social media is one of the keys to business success, I think that it is very important to remember to use the ‘old-fashioned’ techniques from time to time. Make a phone call, meet in person, heck, send a greeting card via snail mail.