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SelenaT
Joined: 05 May 2005
Posts: 1870
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 Posted: Sat Sep 30, 2006 6:32 am Post subject: Returning Humanity to the Fast-Food Counter |
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http://theswordreview.com/columns.php?sub_id=280
Great column, Bill!
You have hit upon what I have long considered the secret to getting great service. It has always amazed me that more people haven't figured it out.
I worked in customer service most of my career, and managed customer service for nearly a decade, and I can tell you that the best way to get what you want from customer service people is to treat them like the important people they are. After all, they are the people in a position to help you, right? Plus, as you point out, they are also people in their own right, which makes them just as valuable as anyone else.
People who work in customer service are so used to being treated like nothing – like they are unimportant and that their sole purpose in life is to perform the function we want from them. They are so used to that treatment that when a customer treats them like the valuable people they are, it has a huge effect. If you make friends with the customer service workers you encounter, you'll likely experience consistently great service. Believe me, I've seen it work many times - both in my interactions with people and in people's interactions with my employees (back when I was in the biz).
Bill, you've let the secret out. And frankly I'm glad. I hope more people will follow your new strategy.
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Selena Thomason
Editor, Sword Review
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Cameron Walker
Joined: 16 Feb 2005
Posts: 654
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| Posted: Sat Sep 30, 2006 9:08 am Post subject: |
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Dude, that is the best column I've read in a long time.
I smiled and laughed.
And - oddly - I was touched. (not 'tiched' btw, but 'touched'; if you're southren you know the difference)
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Bill Snodgrass
Site Admin
Joined: 16 Sep 2004
Posts: 4832
Location: Tennessee
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| Posted: Sat Sep 30, 2006 1:07 pm Post subject: |
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Troy could be the main subject off a LOT of stories. If you ever meet him you'll either like him or not get him.
He now works with Hospices to help people deal with approaching death. He has developed a body of information on the subject that has become regionally popular. In order to have something to leave behind after his seminars, he has, through DEP's "Private Label Press," bundled it into a book.
When not talking about death, he is usually messing with the minds of his grandkids, gardening, or wheeling and dealing on ebay. His past careers include bonds and securities, university faculty (taught therapeutic recreation), black-jack dealer, golf instructor, riverboat hand, program manager for a social service program, and many others. Everyone needs to know someone like Troy!
This little blurb hardly does him justice, but I think the interactions with the icecream clerks in the article do a better job.
Anyway, thanks for the feedback. I am glad you enjoyed. |
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PaulMc
Joined: 26 Sep 2005
Posts: 165
Location: Massachusetts, USA
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| Posted: Wed Oct 04, 2006 5:13 pm Post subject: really good column |
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Very nice read, very good ideas.
Nice way to end my workday.
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GregorVorbarra
Joined: 22 Sep 2006
Posts: 2
Location: Barrayar
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| Posted: Wed Oct 04, 2006 5:43 pm Post subject: |
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Very good article. Thought provoking. We approve.
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Phy
Joined: 29 Mar 2005
Posts: 866
Location: Wisconsin, USA
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| Posted: Wed Oct 04, 2006 6:23 pm Post subject: |
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| GregorVorbarra wrote: | | Very good article. Thought provoking. We approve. |
Is that the 'editorial' we or the 'emperorial' we? 
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GregorVorbarra
Joined: 22 Sep 2006
Posts: 2
Location: Barrayar
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| Posted: Wed Oct 04, 2006 7:40 pm Post subject: |
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[quote:17beddec7d="Phy"][quote:17beddec7d="GregorVorbarra"]Very good article. Thought provoking. We approve.[/quote]
Is that the 'editorial' we or the 'emperorial' we? [/quote]
Yes.
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Bill Snodgrass
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Joined: 16 Sep 2004
Posts: 4832
Location: Tennessee
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Beth Zipay
Joined: 05 Apr 2005
Posts: 997
Location: Pennsylvania
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| Posted: Thu Oct 05, 2006 8:23 am Post subject: |
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Very nice column, Bill - you make a very good, much needed point, and wrap it all up in humor and great storytelling and humanity.
Loved it!
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Beth Zipay
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lord-id
Joined: 19 May 2005
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Location: Galloway, Ohio
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