Have you been on the phone with some company's representative and he/she says, "Please hold and I'll be right back." And they never come back on the line, And then you notice that it happens to be 5:00 pm? Or did you wait in a line in a busy store and notice that your waiting for the only open clerk? On one occasion a flight attendant from a large and well known airline made an angry announcement to passengers waiting at the gate to board the flight. In a threatening tone said, "We are not going to tell you again...!"
Though customers may have to shop or use services from non-customer friendly places, most people prefer to go to places they are well served and treated with kindness and respect. One of the most important skills employees can be trained in is customer service, to both external and internal customers.
At some point, customers, both external and internal, will go to the people and companies that provide them with timely, accurate, and friendly service.
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