Muneer A. Rasheed
on
"Superior Service"

Organizations can achieve superior service without having to resort to all the bells and whistles just by adapting the fundamentals.

The fundamentals are:

• Common Courtesy

• Saying “Thanks and You’re Welcome

• Smile

Unfortunately, today’ service industries are almost devoid of these three qualities.

Now, those in the service sector give the impression that customers are an inconvenience or that they (the sales force) are doing customers a favor when clarification recommendations are requested.

At the end of this excruciating encounter the customary:

“Thank you; Please Come Again” is replaced with the sales attendant pretending to be involved with some phantom paper work.

Only a few lucky customers may come away from the store being the recipients of a half forced smile that only an antacid tablet could provide relief!

Given the state of the service industry in today's "My Needs First World"; is it wrong to expect the kind of service we received in years gone by?

The type of service that was given at Service (Petrol) Stations when the attendant would great you with a smile, followed by your oil and tires being checked and your windows cleaned.

Perhaps it is romanticizing the past. Yet, is it so wrong to have the basics?

After all, we now have the slogan: ”Have a coke and a smile”

Why then should we not expect…

Common Courtesy, Thank You and a Smile!

Return to Homepage

Workshops

Keynotes

Services

Return from "Superior Service" to Articles