This afternoon I saw something that I haven’t before and quite honestly I’d like to it much more often.
I pulled up to the drive through at my bank to deposit my check when I saw a sign taped to the inside of the cashier window. It read:
The So-and-So location Customer Service Grade for this week is a 4.91 out of 5. “A”. Thanks to you, our customers!
At first I didn’t think too much of it as I figured the grading was likely done by an in-house manager therefore the validity of the grade was in question. Then I read it again and noticed that the note thanked the customers, which meant that the customers must have filled out some sort of survey and graded their experiences inside the bank.
Hmmm. Maybe this grade is actually something about which to be proud.
As I waited for my turn to pull up to the window I began to think about all of the different occupations that should have their customer service departments graded on a regular basis.
Auto repair shops, cell phone stores, restaurants, and electronic stores all came to mind but I realized that one business should be subject to regular evaluations above all others: the customer service industry itself!
Just think about all of the time you’ve had to pick up your phone and dial a 1-800 number just to listen to a badly recorded voice mumble inaudible options that take you to another automated menu when all you want to do is speak to a live person. And when you DO get to speak to a live person, you can hardly understand them because they are board from having to answer phone calls all day and say the same things over and over. Or you can’t understand them because they have such a thick middle eastern accent that it’s impossible to get every word on the first try.
I can’t tell you how many times I’ve had to sit on hold listening to a voice reassure me that my call is important and the next available representative would be with me as soon as possible. It borders on the verge of madness!
What industry do you think should be graded regularly for all to see?
Have a great weekend! I’ll see you on Monday.
