Pleasing the Masses: Customer Service Tips of the Pros

If you think businesses today have lost the personal touch of customer service, you might be right. Everyone seems to have a nightmarish story to tell of being mistreated or unappreciated by a company. While these corporations may be making millions off their products, they aren't doing their customers any favors. When we finally find a company that handles our business with care and sincerity, we're often willing to pay more for their products.

When thinking of corporate giants with excellent customer service, two companies stand out from the crowd: Disney and Chick-fil-A. These two enterprises have kept service high on their lists and are models for the rest of corporate America. Here are a few tips from these two camps that focus on company culture toward the satisfaction of the consumer:

Service with a Smile

If you walk into a Disney park or your local Chic-fil-A restaurant, you won't see a bunch of scowling teenagers avoiding you at all cost. Disney has made it protocol to refer to their customers as "guests" as to ensure they feel all the comfort of visiting an old friend. No job is too big or too small for any of Disney's employees ("cast members" in Disney speak) as everyone pitches in to take care of what needs to be done -  from picking up trash to finding a stroller for your child.

Chick-fil-A hasn't skimped on smiles either. If you haven't noticed by now, pay attention the next time you say, "Thank you" to one of their associates. They won't say, "You're welcome" or nod in agreement; they will clearly tell you, "My pleasure." A very classy response.

Efficiency

It's not enough to be cheerful if you can't simply process an order or accurately solve an issue. Chick-fil-A has got it figured out. The owners instruct their employees to complete orders within 90 seconds at the drive through window and 60 seconds at the counter. They've even added stop watches to countdown each order on their computers. They never rush the patron, but are trained to be speed demons on the computer once the customer makes up their mind.

Training & Standards

Setting standards is a big part of why these companies are so successful with consumers and in business. They've set the bar high for their products but even higher in their customer service practices. Each associate or cast member endures rigorous training to ensure such standards are upheld.

Disney's service standards are stated as safety, courtesy, show and efficiency. For those who do not uphold such standards, the consequences are dire. There are plenty of people dying to become a Disney cast member, so uncooperative employees are not needed.

Chick-fil-A's standards are some of the highest when it comes to franchise ownership. Not just any Joe-shmo off the street can fork over a few thousand bucks to purchase one. Each individual that wishes to own a Chick-fil-A restaurant must have the capital, but more importantly they must pass a few critical tests:

• Must work in a restaurant up to 1 year
• Endure tons of interviews
• Agree to have close friends and family interviewed

The corporate offices are determined to make sure each owner shares in their corporate values and will maintain their reputation.

So the next time you feel all hope is lost in the world of customer service, go get a chicken sandwich or visit a Disney theme park. They will renew your appreciation for the corporate world and make you feel better about forking over your hard earned cash. If you're currently having trouble with the level of service in your office, take a few tips from these service models. A little respect and a friendly face can go a long way.