Yesterday I learned that it is important that as bank employees we always ooze sugary goodnaturedness toward our customers. I had to attend a workshop on customer loyalty. Apparently, we should always be smiling even when we answer the phone. Instead of only offering products to them we should ask them how things are going and find out more about them. We should strive to make their visit to our bank the best part of their day. That is what will make the difference; that is what will keep the customer with our bank when there are a plethora of other banks offering the same products and services.
Well I’ve heard this kind of brain washing before. I’ve been to several job orientations since I was abruptly and rather traumatically expunged from college life (with a B.A. and an aching heart). So I smirked internally and sipped at the bland complimentary coffee while to my shock and horror the people sitting in my area and my “teammates” by default listened attenttively, enthralled with the presentation. They smiled and nodded eagerly, volunteering anecdotes and examples of how smiling has improved their work day as well as their customer’s.
Look, I understand that having a good disposition improves quality of life. I understand that if you smile even when you’re unhappy it can actually make you feel better. Just because I’m cynical and a natural scowler doesn’t mean I don’t appreciate the value of a good smile. Despite this appreciation I am not going to pretend that smiling at a customer is about “making someone’s day”. At the core, good customer service is about making money. When I answer the phone with a smile or greet someone with a friendly handshake, if I’m on the job, I don’t give a flying rat’s bottom about that person besides the sale they represent. I know this. I accept this. Without customers I’d be out of a job, plain and simple.
It leaves a bad taste in my mouth to smile in someone’s face even when I either don’t like them or simply don’t care. I do it because I have to, I do it because if you don't work you don't eat, you don't have fun, you don't live. Many international people who visit the United States mock us for how “nice” everyone is. Little do they know that it’s all a veneer; everybody’s nice because everybody wants your money. That is all. It’s annoying and perhaps mildly disturbing. I feel that it's kind of gross that all of our smiles and "how are you?"s are propelled by the rush and ebb of cash transactions. My disposition is clearly not suited for customer service. Unfortunately sales and customer service jobs are the easiest to clinch. Pretty much all you need are teeth.
copyright © January 21, 2009 by Sha'Donna A. Woods, All Rights Reserved
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