Dying for Customer Service
Ever walked into a store and wondered if you were a ghost? Staff look straight through you, others are busy busy busy - with their own discussions or moving paper around? In desperation you feign a heart attack and drop to the floor. The floor is carpet, no-one hears you . You cough and splutter. And from somewhere nearby you hear a sigh followed by, "Can I help you?" It takes all your energy not to reply with sarcasm "No, I'm fine!!" And you would, except you fear the staff member would probably leave you there on the floor.
Customer Service Excellence, what's so hard you say? Well, it's complicated. It takes a very special kind of person to always be in the zone of being a "true service professional". It takes focus, empathy, imagination, humour, honesty, product knowledge, courage, self awareness, communication skills, self control, time, team work, care factor, technical skills, flexibility and the list goes on and on.
When we look deep into what it means to be an excellent customer service provider, the are 3 things to remember:
- There is no "One Size Fits All" service excellence model.
- Excellent service is NOT treating people how you want to be treated, excellent service is treating people howTHEY want to be treated.
- People like to do business with people they like.
Your LTS Team educate and motivate service providers to reach and maintain service excellence. Being polite and professional is tough work especially when, sadly, customers may not always give the same in return. To cope with this, we also share the skills to help service providers manage what we call "after shock".
Service Excellence is a skill and it can be learned but it should also be reviewed regularly so staff don't become complacent and allow customers to be "dying for attention".
For your free Customer Service Analysis, please contact us.
Cate Schreck
Service Excellence Coach