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Responsibility is the most important point to excllent consumer service
Posted by IMer | Posted in Internet Marketing | Posted on 12-03-2010
In his book, Accountability: Freedom and responsibility does not control, the authors Rob Lebow and Randy Spitzer takes us on a journey of discovery as a new way to manage our business. Their fictional heros and heroines,Kip (Stan Kiplinger) says this: “Responsibility is the problem! If you can’t find a way to get people to be accountable, you’re going to find it hard to make anything else work, let alone your business ( Business leadership development ) .”
How true it is. At the risk of oversimplification, I have recently been pondering the issue of accountability, and how the lack of it seems to be at the heart of so many of our societal woes. Actually some time ago,I read a funny investigation that had been finished in a California prison. When prisoners were asked why they were in prison,there were a lot of replies ,like
?I had a large amount of lawyers
?My get away car broke down
?My girlfriend ratted on me
Only a small minority (less than 10%) said they were in prison because they committed a crime!
Then,what is the definition of responsibility? It is occuping the results of our own determinations and performances. As customer service ( Business leadership development ) providers, it is the ability to account for our actions, and the willingness to demonstrate an attitude of caring toward our customers. It is the expectation to reply to a requirement for aid,or information in a timely way It is follow-up, pure and simple. It is a privilege to serve those with whom we interact, whether they are internal or external customers.
Responsibility is not :
?Mirrors and smoke
?Useless promises
?Lame excuses
?The blame game
Perhaps you’ve heard the story of the late quality guru, W. Edwards Deming,when he was meeting with a group of managers some years ago. One of the managers was lamenting about all of the “dead wood” he had in his organization ( Leadership training course ) . Deming looked at him, and calmly said, “Did you hire ‘em that way, or did you kill ‘em?” That is an interesting question.
Very few people start a new job not wanting to do their very best. But somewhere along the way, often cynical, disinterested, or simply indifferent. When that emerges ,service tolerates. How can we create a culture where people are responsible and where exemplary customer service is definitely not the norm, the exception?
