"Yes Sir, Yes Sir, Three Bags Full"

My recent Management studies have me examining the topic of 'Customer Service'... Back in Sept 2010 I had the wonderful privilege of lovely (but very brief!!) holiday in Bali where I received the defining epitome of Customer Service... oh, and I got married too!

Prior to going over there my two young boys asked what would be so nice about Bali other than the weather, swimming pools and entertainment consoles on the plane. I replied "One thing you'll really notice is how lovely the people are. They will do anything for you, with a lovely warm smile, always using your name... it's what is called Customer Service... and they do it wonderfully well!!" [Insert some further explanations here in helping a 9yo and 11yo boy understand and you get the picture.]

I'm happy to say, we were treated so well by the staff of the various Hotels, Villas and Restaurants, they well and truly fulfilled and defined the term "Customer Service"

I think the one thing that many western style developed countries really lack in that phrase is the whole "Service" part... The wonderful staff we encountered in Bali truly "Served" us, as very dignified 'servants'. Australians, many Europeans countries and especially Americans often equate the term 'Servant' as a derogatory term. Because of this, they are so caught up in demonstrating personal power and not letting anyone tell them what to do... that they fail to serve in their Customer Service.

Ego can falsely replaced Pride here. Ego of "you can't tell me what to do", versus pride in doing a job to the best of your ability and looking after your customer in the highest order. 


So even if a request is "it's not your job"... it is!! You may not have the answer, but you do have the obligation to serve to the best of your ability. Find the resource that has the answer, hand hold the customer if required rather than redirecting them. Follow up to make sure your service met their specific need.