Customer Service: Subcontractors Chance to Shine

After recently changing my cell phone provider it came to my attention how bad Customer Service is in most industries (including construction and with subcontractors). When I called my old cell phone company to find out what the buyout was on my cell phone, I was immediately transferred to a “retention specialist.” After several minutes of questions of why I wanted to cancel my service, I finally got a buyout number. I told the “specialist” that I understood he was doing his job, but he got quite pushy with me. The first thing that came to my mind was that if he was an employee of my mine he would be retrained or let go.

This got me thinking of how we handle our current and future customers. What are we doing right and what can we do to change to improve ourselves?