Break the Law, Get Good Service
Mary works at the Judicial Branch of
the Centralized Infractions Bureau of a major metropolitan
area. She enjoys giving her ‘customers’
good service – and is always looking for ways
to improve.
‘However,’ she explained,‘the problem we face is quite obvious. Being a government enforcement agency, we must follow many rules and there is literally zero leeway in the options we can give defendants in how to take care of their infractions.’
Mary is absolutely right.
Many enforcement and regulatory agencies face similar ‘customer service’ situations: police departments, judicial courts, customs offices, immigration counters and licensing bureaus, to name a few. Staff may be eager to provide wonderful service, but they cannot jeopardize the integrity of the law or equality in the administration of justice.
Can these government officers be flexible and change the rules? No, that would make a mockery of the law.
Can they give highly personalized and customized service? No, that could lead to allegations of favoritism, partiality and scandal.
But can government departments and civil servants offer speed? Yes. Courtesy? Yes. Useful and easy-to-understand information? Yes. Proactive advice on what to expect and how to navigate each step in the process? Yes. On-line applications and filing systems? Yes. Convenient locations? Yes. Extended hours of operation? Yes. An attractive physical environment? Yes. Support materials such as pens, paper, photocopy machines and telephones? Yes. Dignity and respect for all?
Yes, yes, yes!
I call these different aspects of service your ‘value
dimensions’. There are many ‘value dimensions’
that apply in every service situation, even in the judicial
system.
No matter who you are, what you do or where you work,
you can find a way to increase service value and make
your service better.
Key Learning Point
Every interactive
situation offers an opportunity to improve your service
to others. If you can’t be flexible, be fast. If
you can’t be generous, be courteous. If you can’t
be personal, be informative. If you can’t be low
price, be high value.
Never let your situation become an excuse for giving up.
Find another way to serve someone better.
Action Steps
Stop whining, complaining
or using circumstances as an excuse for not improving
your service. Everyone can make service improvements,
no matter who you are or where you are. Look around. Find
a better way. Then do it.
PS: Don’t use this lesson to avoid making service
improvements where you can and should. If you can
be flexible, bend. If you can be generous, give.
If you can be faster, hustle.
Next Article in Customer Service Value Dimensions >>
Create Convenience for the Customer
First Article in Customer Service Vision >>
100% is Not Enough. You Need 120%
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Ron Kaufman is an internationally acclaimed customer service training educator for quality service.
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