Smile and Be Courteous

I am fed up with the attitude of many employees in the government and in the private sector towards you and me when we approach them for assistance. Picture yourself strolling into an office or store feeling good. As you approach the counter with a smile and ask a question, the attendant behind the counter ignores you.

You repeat your request and the same attitude prevails. A sudden flush of blood rushes to your head and you want to scream, but you hold your temper. Patiently you stand and wait for some response. Finally the person turns and with a snarl on his face gives out a grunt. This is the average courtesy we receive today.
Why are so many employees needlessly rude?

To me the only explanation is that the rude or disinterested employee is a very unhappy person. He has little motivation for what he is doing. He was never taught courtesy or respect for a customer. But I don’t blame him only. I really blame his supervisor or manager because that is the attitude that is conveyed to the employee from above. It is unfortunate that these so-called managers must be reminded why they are in positions of responsibility.

They are incompetent managers when they are unable to train their employees for customer interaction. To these failures as managers I wholeheartedly recommend they read Dale Carnegie’s classic book; How to Win Friends and Influence People. That is a good start in learning employee-customer interaction.

I have jotted down some TIPS for the next rude and inconsiderate employee you meet. Copy these suggestions on small cards and give them to each rude employee you encounter.

Tips to ensure police service

1. Act interested in me. I am in need of your assistance.

2. SMILE! SMILE! SMILE! It will not cost a cent, but it will buy you my good feelings.

3. Be good listener. I want to explain my problem and hope you can solve (Or) I want to ask questions on what I am about to spend money in your shop.

4. Make me feel important and do it sincerely. We all need that feeling.

5. Show respect for my opinion. Don’t say bluntly: “You’re wrong.” Do it nicely.

6. If you are wrong, admit it quickly and emphatically.

7. Begin in a friendly way. It opens up a dialogue

8. Try honestly to see things from my ideas and desires.

9. Remember that a person’s name is to that person the sweetest and most important sound in any language. Isn’t yours? Please use my name when you address me.

10. If you are not this job, please find another. This will make life pleasant for you and the rest of us.
Six reasons why customers don’t come back

1). 1% die. 2). 3% move away. 3). 5% have new interests or new friends. 4). 9% change for competitive reasons. 5). 14% become dissatisfied. 6). 68% BECAUSE OF RUDE OR BAD SERVICE!!’
Courteous-friendly services is what we deserve!
Give it to us!

A customer is the most important visitor on our premises. He is not dependent on us—we are dependent on him. He is not an outsider in our business—he is a part of it. We are not doing him a favor by serving him— he is doing us a favor by giving us the opportunity to do so.
If we don’t take care of our customers, somebody else will ” (Hemy Ford).

Hand out these TIPS (To insure polite service) and watch the employee’s reaction. You will be helping him.