Customer service: It's not your fault, but it IS your problem

It's of course not your fault that I arrived to collect a repeat prescription (after the stated "48 hours") to find that it was not there.  Neither was it your fault that it might have gone to the "sister surgery" because my details are still registered there (nor is it your fault that the change of registration which included 3 personal visits - has still not been done); and, to be fair, it's not your fault that I'm on a schedule so this situation (which isn't my fault either) is a little annoying to me.

However, unfortunately, it IS your problem.

Too many organisations make the mistake of thinking that the more they train staff to be "bright and bubbly", the better the customer service.  What they fail to realise is that most people who apply for customer service positions are generally pretty good at interaction, it's just the frustration of the job that can affect an otherwise calm demeanour.

If something isn't right - while it is not (usually) the fault of the staff member in the front line (and shouting at them for the failure does no-one any good), it is, however, a problem - their problem - to resolve.

Organisations will do better training staff in interpersonal skills to keep calm under pressure from a stressed customer who may well be blaming them, but most importantly, train them to solve the problem!

...and if they can't solve the problem, at least let them know what their options are for otherwise dealing with it, OR the reason why it cannot be solved at that time.

Too many times I have spoken to customer service staff who have contacted me (duly bright and bubbly) often to change my service (or to take something away from me...yes, customers seem to suffer cost-cuts too!!), only for the interaction to go sour when they were unable to answer the questions I was asking.

A health insurance provider who started giving me free gym membership (and took that away), and rewards for maintaining a certain level of gym visits (and reduced that too because my partner is a smoker), and changed the system so many times with people who clearly don't know how to use it on the other end of the phone could not answer the simple question "Why SHOULD I still stay with you?"

Customer service staff - I know how hard your job is (I'm sure I have a black mark against my name with most companies I have some sort of membership/relationship with) but you don't always help yourselves either.

No-one is questioning your ability to be "nice" to others (and if they are, you would do well to ask them the reason behind that training choice), but we are questioning your knowledge of the system, and your ability to solve the problem presented.

As the face of the organisation, it's not enough to SMILE, you need to KNOW and DO...believe me - that's what people want...do you think someone stressed wants to be told "have a nice day"?!

So, you need to ask.   After all, WHO else's problem is it?  It's (unfortunately) landed on your desk, and I - the customer - have no knowledge nor authority over the process. 

If something has changed and you need to "role it out" to customers - ask why...you'll at least be prepared with a response when I call you.  If something is going to cause a problem for a customer, ask what your options are (and, again, why that change has been made).  You'll be able to deal with the issue or at least give a reason for the wait. 

...and if your organisation cannot give you an answer...do you REALLY want your face to be as blank as theirs?

You will make your life - and your customer's - much more pleasant if you can solve the problem.

I always take the time to say to front-line staff who cannot deal with the issue that I know it's not their fault...but whose problem is it?  It's certainly not mine.