Most of us would probably agree that great relationships require effort from both parties. Maybe we need to remind ourselves of this when seeking great customer service. Perhaps sometimes we expect 'them' to 'perform'. But maybe we can ignite the process. Over the last couple of years I have hired cars from National Car Rental. I have found their central telephone booking service ordinary. And at two separate offices, their desk staff often rude. BUT and it's an interesting BUT, for various reasons (usually conveneince of pick-up) I have stayed friendly, made an effort to get to know the team and thanked them when they have sorted out issues. Within a couple of visits, the service I receive becomes awesome!
It's just a basic human thing of course: we are not going to give of our best until we know we are valued.
Today:
1. Try igniting some awesome customer service. Ignore the initial surly attitude. Build the relationship and see what happens.
2. Ensure your teams have a low 'ignition point'.