Efficiency vs customer service
October 27th, 2011 by Jaime Polo(Para leer este artículo en español, pulse aquí.)
There are some situations in which it’s really easy to create a disappointed client, specially in front-line jobs. But it’s not usually employee’s fault, we have to blame the manager.
It is very important to design a customer service department from the customers’ point of view, not from employee’s most suitable job performance point of view.
Sometimes, employees have to deal with long queues, if a good customer service hasn’t been implemented, then they tend to optimize their jobs in order to become more productive. As it happened to me, the employee could serve 10 coffees at the same time but the queue didn’t disappear, it turned from waiting for ordering to waiting for receiving the order. Customers got angry and the problem was still there.
