How To Practice Common Sense Customer Service

Jim Luff
Posted on February 14, 2017

Wikimedia Commons image
Wikimedia Commons image
Common sense is something used in every industry by every employee. But how well employees exercise common sense is a mystery.

Things you might think are okay may not be okay with me. Here's an example of common sense in a setting we are very familiar with: The restaurant hostess. Common sense would dictate the hostess not seat a group of four noisy teens at a table next to a senior couple. That's my opinion. But that's subjective, as you might not feel where the two parties sit is important. I bet we can all agree on this exercise of common sense: The hostess should never seat a party at a dirty table. The party should be seated only after the table has been cleaned. This is common sense.

I happen to know that most GPS systems provide a route from my house to downtown that's completely wrong. Sure, I will eventually arrive downtown, but anytime you drive north for five miles, east for five miles, and south for five miles there's something wrong. Common sense says, go east for five miles and south for five miles, and eliminate the northward travel and shave five miles off the trip.

So many scenarios pop up in a vehicle that chauffeurs must deal with. Good common sense traits are a prerequisite to hiring. Imagine a couple gets into a dispute in the vehicle. You cannot "train" a chauffeur to handle this kind of situation. You have to be in the vehicle and know the passion level of the fight. In most cases, the chauffeur should remain silent. However, if the trip includes another three hours of travel and the situation is escalating to the point of physical violence, obviously the chauffeur must use common sense to defuse the situation.

Because common sense is such an important part of what we do each day, the interview process should have at least a few "What If?" scenarios thrown out to a prospective employee to see how much common sense they exercise.

Related Topics: chauffeur behavior, chauffeur training, customer service, human resources, Jim Luff, operations

Jim Luff Contributing Editor
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