The Art of Customer Service
The basis of the words “Customer” and “Service” come from “Custom” and “Serve”.
When we are helping anyone anywhere in the world and offering them elite customer service, then we should be serving them in a customized way.
Too often people think of customer service as a way to ask, “How may I help you?” and then proceed with generic or common answers. The art of customizing every interaction is lost in the mundane daily tasks. We get so caught up in making every day the same and thinking that every customer is the same, that we forget that the experience is what brings people back to our establishment, time and time again.
If a woman walks into a clothing store and beelines for the “Customer Service Counter” so she can complain about a transaction or return a piece of clothing, then we should be asking questions with the intent of listening. We should seek out ways to make this experience better and at the same time make it unique to her. Everything starts with body language, facial expressions, and tone of voice.
There are tons of YouTube videos and books on body language. There are even college classes that have this as part of the curriculum. With that said, I do not feel the need to go in-depth on body language, facial expressions and tone of voice.
What I would like to say about those things is to picture yourself speaking with the nicest person in the world or that you know. Imagine they are standing right in front of you. By changing the way you interact with someone, it can affect the way they respond
We all have bad days. We all get tired of doing the same thing every day. At the same time, we get tired of not having a good experience at an establishment. I can’t think of one person who wakes up and thinks, “I sure hope everywhere I go today gives me a hard time and makes it miserable to be there!” Each of us desires to enjoy ourselves and if we aren’t, then we hope someone changes that for us.
And if that doesn’t happen, then we usually end up going somewhere else.
My goal is to be the best at customer service, that anyone has ever seen. I know that by having that standard I will give them great service in my eyes and hopefully in their eyes too. We can’t make everyone happy or super excited that they met us, but we can always give it our best shot.
So, the next time someone walks up to you lift your body from the chest, reach for their hand (if it is appropriate), give them a good handshake with an even better smile and ask them what you can do for them. Then, proceed to listen, as if this person is your favorite person in the world to be around. Give them your undivided attention and truly seek to understand their problem or desire. Then, do everything you can to make that happen. And never let them go without doing something extra for them.
I used to work at a pizza joint that had an acronym of AGG. Apologize. Give them what they want. Give them something extra. Giving something extra doesn’t always have to be physical or tangible. It could be an extra bit of advice, directions or a recommendation. People love great service. They love to be entertained.
Why do we go to amusement parks?
Why do we go to comedy clubs?
Why do we go to movie theaters?
Yep, for entertainment. We love to be entertained. We love the experience. We love walking out of a place with a smile on our face and our heart feeling full.
That is the purpose of CUSTOMer SERVice.
Make it unique.
Make is special.
Make it as effortless for them as possible.
If you do this, then you will always have customers and you will always be in business.
I promise!
Brad Rhame 