Who Do You Serve?

It was a classic customer service dilemma. I walked into the Courtyard Inn last week to register. I had a long day, a late flight and was ready to get to my room and crash. I had stayed at this location numerous times and typically the check in process took less than a minute.

The desk clerk greeted me and I gave her my name. As she began reaching for the box with the reservations in it, the phone rang and she answered it. It was obviously a guest calling for a wake-up call and she took the information, wrote it down on her log, restated the information to make sure she got it correct and wished the guest a good night. By the time she was finished, she'd forgotten my name and I gave it to her again. She pulled my reservation slip from the box and the phone rang once more. This time it was a customer calling to get some information. I stood there while she spent minutes answering the caller's questions while completely ignoring me.

Most companies want to answer the phone quickly when customers call. The number of abandoned calls and Average Speed of Answer (ASA) are metrics routinely tracked in call centers. Yet, when a call comes into the call center, the Customer Service Representative (CSR) doesn't also have a customer standing in front of her cubicle wanting to be served. I've found it interesting to watch CSRs give priority to callers on the phone at the expense of the customers standing right in front them.

I empathize with the desk clerk that night. She was alone and trying to resolve concerns of customers approaching her from multiple channels. As I eventually received my key card and headed to my room, I contemplated what I would have wished to happen.

1. As a paying customer who was there first and standing there in person, I expected her to give me the priority of her attention.
2. When the phone rang, it would have been nice for the hotel to use technology to route the call to another available associate, or auto answer to an IVR that politely asked the caller to hold. That way, she could have simply ignored the phone and given me all of her attention.
3. If the technology did not exist to manage the incoming calls, I would have wished that she had answered the phone and politely asked the caller to hold while she finished assisting me. Just because customers are approaching her through different channels doesn't mean she can't queue them up in the order of contact.

Sometimes providing good customer service means applying the best possible solution, even when there is no way to please all the customers all the time.

Have you experienced a similar customer service dilemma? How do you think she should have handled it? I'd love to hear your thoughts.

Comments

[P J]

This receptionists actions were rude, and are probably based on her upbringing.

Any business that allows a phone call to come before the customer who has taken the time and expense to be standing in fromt of you has priority over any phone call, unless you are a 911 operator.

IF this is how she was trained by her company, shame on them, but had she been taught common courtesy as a young person, she would be able to appologize to the customer in front of her, tell the person on the phone to please hold or get a number to call them back, or set the phone to voice mail until she completed her business with the person standing in front of her.

Again appologize to the customer while completing the transaction.

I will not do business with this company, and if treated this way would not return, and advise others politely when asked not to do business with a company who has not displayed courtesy to their customers.

[DK]

Hi Tom - I read your comments a few days ago, and didn't make the time to comment on the frustration you and anyone experience when this scenario happens.

I agree with PJ's comments, and, have taken it a step further. If at a hotel, I write the problem down on their 'comment card' - and, don't hold back on sharing the details and, specifically, that it is the worst possible PR for their company. Their employee does not know how to handle the situation, nor does their action enhance the company's image.

I do believe that training is key.

On the other hand, because I am so pleased when I receive good to great to excellent service, I also comment to the person what I appreciate (thank you for handling me first and putting the person on hold, etc.), but also make the time to write on a comment card the high level of service by 'Jane Doe,' if there is one available.

Customer Service people have a challenging role - for many time they are faced with multi-tasking an enormous work-load. I try to be objective ... not always successful, however!

[mgf]

This is not necessarily a "customer service" issue, per se, but it amounts to the same thing: You were there first, and no one should let ringing phones take priority over the person standing in front of them. I had a boss who used to answer the phone when we were having scheduled one:one meetings, and this boss would either start making other phone calls to deal with the issue or take off out of the office. No one likes to feel like they are at the bottom of the priority list.

[Tom Vander Well]

Thanks for the comments.

I like your thought about making sure you extend compliments when it's done well, DK. We are quick to criticize but perhaps we'd all be more effective at encouraging better service with our compliments.

mgf, I've had that same situation happen to me in meetings. Talk about feeling insignificant. Thanks for your two cents!

[Judy]

I have worked for a Hotel chain that the standard was to answer the phone by the 3rd ring. The guest in front of you isn't as important because they are already in your place of business and the guest on the phone want's to stay with you. More business....So it may not be the person answering the phone as being disrespectful but a Company Policy that they do it. jl

[Tom Vander Well]

Thanks for the "insider" perspective, Judy. Sadly, in my estimation, it's another case where management dictates policy that serves the business interest at the customer's expense. Too bad they don't find ways to make it a win-win for all parties involved.