Great Customer Service is Telling the Truth – John Tschohl
I believe most employees lie. I rarely believe employees. Their goal is to get rid of you as fast as they can and so the defy telling the truth. If there’s a problem there is an 80% chance the employee will lie. They want to avoid the problem. They figure you will not remember who you talked to.
“Be honest. Solving the problem. Practice Service Recovery.
1. Act Quickly 2. Take Responsibility 3. Be Empowered 4. Compensate”
Lying by Harvey Mackay
Harvey Mackay in his national syndicated column at Harvey Mackay University released an article about lying.
People lie for a variety of reasons. Fear and avoiding punishment is a natural reaction, an excuse often offered by children. Another is escaping embarrassment and at the same time improving your image to impress or mislead others. This is where ego comes into play. People want to be seen as good, polite and successful.
People also like to protect themselves or someone else from harm. You don’t want to get a family member or co-worker in trouble, so you lie for them to keep them out of danger. Let’s face it; some people just lie for the thrill of it. And we all know someone who just seems to have a problem with the truth – it’s like they just can’t help themselves.
Sadly, we live in a time where lying isn’t treated as seriously as it should be. Businesses must be honest if they want to survive. Truth is a virtue that must be taught at a young age, long before a first job. It should never be optional.
Pamela Meyer, author of “Liespotting,” gave a TED Talk about how to spot a liar. She claims we are lied to between 10 and 200 times every day. She also says that four out of every ten things our children tell us are lies. Two out of every 10 things we tell our spouses are lies.
Research by McGill University of Montreal found that by age three, roughly 40 percent of children begin telling lies – even though they know it is wrong. Fortunately, most tots aren’t great liars.
Studies conducted all over the world revealed that when pressed for more information, children will often betray their own deception with a smile or other facial expressions, or by uttering the truth. However, once these children turn four years old, 74 percent of them will engage in telling lies and become better at maintaining their falsehoods when questioned.
Culled from QSI