Manner Monday®: The Other Side of Customer Service

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During the Customer Service workshops I’ve recently conducted, we always cover ‘how’ to provide Great Customer service.  We talk about what it is, and what it isn’t.  It’s always a fun exercise to discuss how we’ve come to learn what good Customer Service is.  Not too many people have stories from childhood of their parents pointing out great customer service examples and saying, ‘hey, Junior, did you notice that interaction, that was a great example of good customer service’.

And, of course, it always comes up about how badly those providing Great Customer Service unfortunately get mistreated.  From being ignored, to being yelled at, you can imagine – it’s not always pleasant.  So much so, that it’s sometimes not very motivating to continue doing the right thing.

As the Customer, we need to be aware of our actions as well during the interaction with the service provider.

Put away the Cell Phone
Engage with the clerk, smile and give them your full attention…not your cell phone.

Give them a Compliment
I’ll never forget the time we were travelling through an airport and I noticed one of the custodial ladies and was drawn to the fact that her hair looked especially nice, so I looked her in the eye and said, “Your hair looks so nice”.  She stopped, dead in her tracks, and looked at me a bit puzzled (I think she was expecting a complaint or some other rant)… then she realized I had given her a compliment.  Her face lit up and a smile appeared from ear to ear as she said “thank-you”.

It’s amazing – the power of an honest and sincere compliment, and how it can add a bit of pep to someone’s step.

Don’t take out your frustrations on them
There’s a pretty good chance that the person in front of you is not directly responsible for the problem at hand.  If they are, then you need to take the situation to their supervisor, in a professional manner.  Treating the clerk rudely and inappropriately will get you nowhere – fast!  By treating them in a professional and responsible manner, we are showing them respect, and they will in turn, hopefully show us respect and help to resolve the situation quickly.

Special Announcements:

Don’t forget to register now and save $50 with the ‘Summer Special’ rate, which is open through July 31.
Registration is in full swing for our 5-8th grade programs that begin this Fall and classes are fulling up quickly.
And yes, a deposit can still be made to secure their spot!
For more information, visit the registration page on the website:

The highest compliment you can give us is a referral to your friends and coworkers. Please share our registration and contact information with any families you think might be interested in participating in our program.

Each year we build on the previous year as we add to the curriculum.  We have many students who continue with us each season, from our Level 5 (5th grade) program through our Passport (High School) Program.  Our goal with the continuous exposure, and gentle reminders, of the courtesies we teach over consecutive years – is to assist you in raising well-mannered young adults.

  • Continued Exposure:  Just as continued exposure to athletics and school homework reaps rewards; continued exposure to the social skills taught in our program will provide lifelong lessons that will benefit your child throughout the classroom and into the boardroom.
  • Benefits and Rewards:  One of the biggest rewards of our students returning year after year, is the virtual ‘light bulb’ that seems to turn on and stay on; the students are really starting to get it and they are very proud of themselves.  Their confidence is building.  We’ve highlighted some of our graduating seniors on my blog at

5-8th Grade Levels:  We encourage you to register early to take advantage of the ‘Summer Special’ discount.  Regular tuition for the 2014-2015 season will be $425.

  • All Families, ‘Summer Special’ $375 by July 31
  • 5-8th Grade registration online via:

9-12th Grade Levels:  Registration is open and will continue with the Early Bird discount into the fall.  Register early to avoid the waiting list.

  • 9-12th Grade registration online via:

Business Etiquette Training and other Workshops
Would you like to schedule a workshop or presentation?

I’m busy booking projects and working on presentations for clients and am already scheduling well into the Fall!  Thank you so much for your continued support for this part of my business!

I have a variety of workshops that can be customized to fit your needs and would love to work with your organization, please call or email for more information, 405-721-1467 or

Here are just a few of the workshop topics:

  • Etiquette and the Generations – understanding ‘those guys’
  • Creating a Great Customer Service Experience
  • Business Etiquette and Professionalism – Navigating Lunch and Networking Events
  • First and Lasting Impressions
  • Professional Dress

As always, thanks for reading!
– Carey Sue

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