Page 22 - LRCC July 2020 Focus

CHAMBER NEWS

Outstanding Customer Service

BY: TAYLOR MULLINS, KOLT COMMUNICATIONS, INC.

THE SECOND CHAMBER UNIVERSITY PROGRAM
OF 2020 was held on Thursday, June 11 from
10 to 11 a.m. on Zoom. Chamber University
hosts programs for small to medium sized
businesses to provide actionable advice and
items to bring back to businesses in order
to provide more opportunities. The Lansing
Regional Chamber of Commerce (LRCC)
partners with Davenport University, Fraser
Law firm and Fifth Third Bank to bring the
popular Chamber University series to its
members.

Members of the community had the Jurek
opportunity to learn and question what
outstanding customer service is all about. Kevin Jurek, a facilitator for
IPEX at Davenport University, illustrated what he believes is outstanding
customer service to our community.

The COVID-19 pandemic has changed the way businesses operate and the
needs of customers. Many businesses have released employees, closed for
operations, implemented new safety measures and an abundance of other
changes. COVID-19 has made it difficult for customers to get essentials
and service due to health concerns and the inability for materials to be
restocked quickly.

When participants were asked, “who has received good customer service
and who has received bad customer service?” every participant had one or
both experiences. Later when asked, “what makes good customer service?”
many respondents said “helpful”, “going the full mile” and “having a genuine
connection.”

“Customer service is meeting the needs of your customers within your
organization’s boundaries,” said Jurek. “Good customer service or good
service in general, is doing something that you did not have to do in the Snapshots of June 11 presentation.
first place.”
“Questions behind the Question” was another concept discussed.
There are habits and characteristics of customers that can make companies Understanding that questions can have blame, procrastination, negative
frustrated and block the road to great customer service. Jurek discussed how tones and understanding how they relate to the workplace can provide a
co-workers sometimes have “10 after five conversations” next to their cars negative outcome. By asking questions with negative connotations it can
where employees express their grievances against customers. affect morale Jurek explained. Instead of asking negative questions, asking
questions that seek information and more knowledge about how to handle
“What do these conversations do for the organization?” questioned Jurek. clients in these situations provides a holistic experience.

Eliminating blame and understanding that providing great customer service Good and bad questions are asked every day. Understanding that asking
not only benefits the customer but also the business as explained by Jurek, questions enables staff and your organization to improve your qualities,
offered a new outlook on difficult situations in the workplace. Providing accountability and communication. Jurek also said it is important to
great customer service is the right thing to do, and will help everyone understand that excellent customer service is also asking questions to
involved and the community. customers and other staff in a way that allows you to seize the moment. n

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