The article contrasts British and American customer service, highlighting the British tendency towards politeness over genuine service. While British culture emphasizes queuing and formal politeness, American businesses tend to prioritize active customer engagement through friendly greetings and assistance. This is viewed as a key differentiator in competitive commerce, where a friendly demeanor can significantly influence customer decisions and loyalty. The author critiques the disconnect in Britain between politeness and effective customer service, advocating for a more structured approach to customer engagement.
There's no shortage of ways the British can make you feel you shouldn't have bothered, especially when you're accustomed to the almost comical 'Have a great day!' one gets in the States.
American businesses, from the smallest diner in Boise to the glitzy mega-stores of Manhattan, generally do it better. They have a method - a downright formula.
Politeness and customer service aren't identical twins. One's a formal courtesy, whereas the other is a more deliberate, structured approach to treating customers well.
In a world where companies are jostling like punch-drunk boxers in a ring, being that little bit friendlier might be the difference between winning over a competitor or losing a prospective customer.
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