Integrity in Customer Service
The basis for all business interactions, be they in the service industry, in manufacturing, in financial institutions and large corporations is something that is sometimes referred to as transparency . Many banks enforce this, as well as those involved in civil service or politics. This is a way of conducting oneself with integrity, of fairness and with honesty. If you are working in a restaurant, and promise to deliver food that is healthy, then what goes on the kitchen must reflect that promise. The pricing of items or services must be taken into consideration, and will your products may not be the least expensive on the market the quantity of the price tag must reflect the quality of what you are offering to customers. Employees must be knowledgeable, the products or services must be fully understood, for how else will you be able to answer questions?
Many company owners such as Steve Barbarich set up detailed and thorough training programs for new employees. Training at one of the restaurants I worked at years ago, included many tests where questions were asked regarding the exact ingredients in all of the dishes. All of them. So if a customer had a particular dislike of a certain herb or ingredient, or in the case of food allergies, they would be well aware of the recipe and good make their decisions based on that information. Training should never be done in the manner of “sink or swim”, this will make the learning process take much longer and will cause problems in the process. Respect is passed along. When managers treat their staff with respect, this is transmitted to the customer. Respect breeds respect. Some companies have strict outlines, they have scripts that their staff must stick to verbatim. However when employees are empowered with the trust in their ability to use good judgement, they will be more satisfied and happy with their work. In this day and age, great care is essential, for customers and for staff members.
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