“Take your business elsewhere” is a phrase you’ll see dangling from the lips of a business owner who is frustrated by the exclamation of a negative customer experience. That attitude is sure to sink the business, and it is for that reason that the United States may need to add customer service training at the primary level. Turning customers away as a measure of pride affects employee salaries, customer satisfaction, and bottom lines across a wide spectrum of industries. The business owner should own his or her employees’ attitudes toward the customer, and those attitudes should include the business goal as a means to an end: the customer is king.
Poor Customer Service Leadership Sinks Employment Opportunities
A small fry shop on the corner of Podunk Lane and Cornfield Avenue may not wax big business, but thousands of small businesses mean thousands of job opportunities. When those small business owners lack the leadership skills to train employees to retain customers through an empathetic, customer-focused attitude, those businesses swallow down long-term employment opportunities for a vast majority of Americans in need of stable employment. Customer service skills are pivotal to building the long-term relationships with customers that spell repeat business. People love being loyal to a business that treats them well, so when a customer says, “Why don’t your servers know whether there is pepper in the refried beans? Staff should know the ingredients, or else it could be dangerous for people with food allergies,” and the owner retorts, “Well, we’ve been doing this for years, and spices are a matter of taste. Perhaps we aren’t your cup of tea,” the owner is closing the door on the face of the customer. That’s not good for the servers’ income.
Low-Wage Tip Workers or Commission Workers Feel the Pay Pinch
Customer service training is not just for the business elite. While a small fry shop or an indie book store need not schedule elaborate workshops with paid customer service training professionals, customer service training is super important to all staff members, including the dishwasher and the bus person. The servers, receptionists, front desk people and cashiers need to know how to handle a frustrated customer. Having the training and tools to win over a not-so-satisfied customer gives those low-wage workers the ability to be high-end sales people. Yes, your waitress is a sales professional, or at least she should be. If the owner has a spiteful customer-service approach, his servers are not going to make bank on their tips, and that situation opens itself up for the potential for employee dishonesty and a high turnover rate.
Broken Down Businesses Affect Many Aspects of the Economy
Real Estate is a huge industry, and when business owners are leasing spaces for a few months only to close down shop due to their poor customer service attitudes, that attitude affects the building owners, real estate agents, job seekers and previous employees. Customers are reluctant to try a new business in a location where previous owners had poor customer service skills.
Going into business is an art and a science, and many people can master most of the skills needed to operate a business, but to operate a successful business, owners must focus on the customer. Customers are the only way to make a profit, and when a majority of people are lacking those skills, the general economy suffers.