Customer service: voice of the organization

Do your front line staff know that, to the public, they are the voice and face of the organization? Do they have the communication skills expertise to showcase your company in the most positive manner?

In an interesting interaction, a visitor to a recreation facility stopped an employee and gently and tactfully made a suggestion. "Have you ever considered having more trash cans [at a certain location in the facility]?" she asked. She explained what she had witnessed with the trash situation. The employee then stated emphatically that more trash cans would not help but that she hoped the [departing] visitor would educate the other visitors near her when they littered. The visitor, sensing the employee was very irritated, then complimented the employee on how nice the facility in general was looking, and the employee smiled slightly.

Afterwards, the visitor realized that, despite the suggestion box near (with no suggestion forms in sight), the employee did not think visitor suggestions were of value to the facility - even when the suggestions could make her job easier. The employee was basically telling the visitor that she didn't want to hear anything but praise.

A better way for the employee to have reacted would have been to write down the idea and say she would take it to her boss, sounding as if she valued the idea. The employee could then have asked which sections of the facility the visitor enjoyed most, or a similar question to keep the visitor focused on the best parts of her visit. This would not have taken long, and would have ended the visitor's stay in a very positive way.

Think about your front line staff. How do you want them to view customer suggestions - as something positive for the organization, or as a nuisance?

If you value customer suggestions, how do you let your staff and/or the customers know this?
Do you act on the suggestions and let the staff and customers know,  reward them or take other actions? Please share your ideas!

Business Speech Improvement offers intensive coaching and also an e-book on communication strategies for leadership development. Poor communication is so expensive; learn practical strategies for improving your skills!