When asked the question,"What is the meaning of life?"Albert Einstein replied,"To serve others." Today, customer service seems to be an oxymoron.We see signs that say "Customer Service" and we say to ourselves: "Yah right!" Our attitude is that customer service is simply at the bottom of the barrel.And most of the time it is.
Knowing the huge deficiency in service levels across America, what are you going to personally do to ensure that your service operates at a peak level? Today, your existence depends on serving customers.
The only difference between you and your competitors is the level of customer service satisfaction you offer.
Survival in the world requires a dedication to providing exceptional customer service.
Customers buy attitude The old-school definition of customer service meant the transference of goods and services from seller to buyer.
Today, though, people buy feelings, not just products and services alone.
Customers buy friendliness, an empathetic and positive attitude, and a proactive, easy-to-do business-with mentality.
Customers want to be recognized and genuinely believe it is the responsibility of the product or service provider to initiate a relationship that fulfills their needs.
Communicating effectively and establishing positive relationships with customers is your core job description.
To elevate your customer service satisfactions activate one or all of these customer service imperatives: Use a friendly greeting.A common denominator all individuals and companies who give phenomenal customer service possess is that they share a sincere customerfriendly attitude.A friendly attitude conveys that you view customers as the most crucial and important part of your job.
It spells out to your customer that you truly appreciate that they decided to do business with you and your company.
Everyone likes friends, so make it a point to be friendly to everyone.
One of the best ways to initiate a friendly attitude is to greet every customer who walks through the doors of your business.
Everyone who walks through the door is immediately acknowledged and greeted in a friendly way.
How does it feel when you walk into a business and the staff is not friendly? Does it make you feel good? Few companies actually recognize that when their staff is friendly to customers, customers in turn are generally friendly and pleasant to work with.
Use the customer's name.How does it make you feel when someone forgets your name? On the contrary, how does it feel when someone remembers your name? It feels good, doesn't it? It's nice to be recognized and known.Make it a point to know the names of your customers.
A few tools you can use to practice this imperative is to write down their name for easy reference, repeat their name during conversation, ask for the correct spelling and introduce them by name to others.
Share a positive attitude.
Obviously it is important to have a positive attitude.Almost no one will argue with how having a positive attitude increases your chances of experiencing more success and happiness.
A key to developing yourself as a positive thinker is to catch yourself thinking negatively.
Few people will recognize when they are engaging in pessimism even though others perceive them as having a negative attitude.
You already know being positive will not only help you recognize and take advantage of the opportunities in your environment; it will naturally improve your communication skills with others since most people tend to avoid doom-and-gloomers.You always have a choice.
You are always responsible for your attitude.
Your coworkers and customers will notice your great attitude and your company culture will improve dramatically as you and others choose a positive attitude.
Remember, a positive attitude is contagious, so create an epidemic! Open information systems Give access to information.
Customers want access.You ask a person behind the counter and they are not sure; you look for a sign, nothing in sight; you enter every key word you can think of, and still no satisfaction; you are transferred from person to person, but no one seems to know what to do.
You know what it feels like to be ignored and frustrated.
Take a close look at how you can change your environment to assist your customers to find the information they need.
Look at all possibilities, especially the obvious.
Put yourself in your customers' shoes! What information would you want to have easy access to? In what ways would you like to receive that information? It's imperative that everyone, in any organization, be armed with the information needed to answer the potential questions of customers.
And, if they are unable to provide the necessary information, they need to at least know where to find the necessary information.
The key is to make sure you provide customers with access to the information they need to do business with you! Shut up and listen Shut up and listen to the customer.
Twothirds or more of communication is spent on listening.Most of the blunders that occur during communication are a result of ineffective listening.
In the business world, thousands, if not millions, of dollars are lost due to poor listening.
The most common type of listening in most occupations is informational listening.
Your goal as an informational listener is to make sure you are receiving the same thoughts the other person is trying to convey.
Empathetic listening is another type of listening that focuses on understanding the feelings the customer is experiencing.A customer may be irritated about being shipped the wrong model.How would that make you feel if you were the customer? Understand it from their point of view.
Spend a great deal of time listening to what your customers need! Yes, the ideas are basic, but don't let that fool you.
If they were easy more people would be enjoying the benefits that they offer.
Practice these imperatives.Make them part of you.Watch your rewards multiply.
Best of success to you! Jeffrey Benjaman is the founder of Breakthrough Training and co-author of the Real Life Habits for Success book series.
He is the host the Breakthrough Radio Hour every Friday night at 5 p.m.
on AM 1400 in Reno.
Get involved by visiting www.breakthroughtraining.
com or call (775) 337.1600
