Kevin Phillips: Hiring and Training for Service

Dear Kevin Phillips, I was encouraged by watching your video about providing high quality service to people with computer problems. Very few people speak of receiving good customer service. I am a student at Eastern Michigan University expecting to graduate in December 2008. For the past eight years I have been working in a variety of recreation centers having to provide customer service to each and every person who enters the door. I think going an extra with a smile can easy make a person’s bad day turn into a good one. Many employees use the excuse that they are not paid to do certain things and therefore shouldn’t have to go an extra mile. Your training and hiring techniques would definitely weed out those that do not have a passion for making a difference in people’s lives. In my recreation management class, I learned that service is produced at the instant of delivery, service cannot be demonstrated or tested by the customer, value depends on the customer’s experience, and service cannot be recalled when improperly delivered. Since service cannot be recalled if improperly delivered I think we need to do whatever we can to make people happy. I believe investing into employees will open the door for them to invest back into the organization. Your training and hiring process does just that, providing candidates real scenarios by role playing allows them to know what to expect and provides a comfortable training environment. Thank you for your insight and experience providing customers with great service. M. Hogan