Recent research illustrates that clients do not believe that they obtain good customer service. Clients believe that they deserve to obtain good customer service- and that are correct! Organizations exist because of clients. Simply put, lights to not turn on, computers do not computer and salaries do not get paid without a client!
Recent companies that fail to recognize a client are Home Depot and Jet Blue. In the case of Home Depot more time was spent on inventory systems and accounting then on the people that buy the inventory. Jet Blue kept passengers on a tarmac for 10 hours so that planes would fly. To their credit Jet Blue immediately attempted to remedy the situation.
Companies that excel in service include Southwest and Starbuck's. Southwest sends birthday cards to its passengers and Starbuck's creates an experience. What is it that sets the good from the bad? How do good companies provide grand slam customer service? There exists five simple techniques that enable to hit a home run with clients every day.
Smile
The first tool of your trade, or those that you employ, is a smile. Yes, a warm empathetic smile. Nothing cures the ills of a day or a situation than a smile. Smiles are like a warm bowl of soup on a cold winter's day. They are like your dog, cat, child, or significant other greeting you after a long absence. Smiling breaks down walls and creates empathy and desire. It breaks the ice for good dialogue.
Passion
The secret to successful customer service representatives is that they absolutely, unequivocally love what they do. Successful customer service representatives love challenges, are exceptional in overcoming adversity, and love the product or service that they represent. They are never shy or reserved, and you can sense their spirit and their passion when they speak. In fact, I heard a South African phrase the other day: Enbutu, meaning from the spirit. Successful customer service representatives have an aura of spirit, of love, of passion, of commitment in everything and anything that they do.
Genuine interest
For you to provide proper and efficient customer service you must be genuinely interested in helping others. Do not look at customer service as simply a job. One of the greatest mentors of all time is Dale Carnegie; his noticed this over 60 years ago. Genuine interest in others, empathy for problem resolution and sympathy for the client is the way to influence and create client value. Client service is about humility and comfort. Your personal and professional goal is to ensure your clients trust you and you can build an honest relationship that assists in meeting every want and need.
Listening skills
Human nature has us speaking too much. We are prone to telling and speaking and not much listening. I encourage you to question your client. Questioning takes the focus off you and places it on the client. Questioning gets the client to speak and not you. Questioning enables you to acquire helpful information.
Sincerity
One of the greatest gifts of mankind is the ability to be humble and sincere. Client service meets needs, but it also suggests a problem solver. The customer service area is the linchpin of the organization since good customers tell others about positive experiences. The cliché is correct; one good client tells another, one bad client tells 20. You mission is to provide empathy and hope that you will resolve issues when then come to you.
Customer service need not require daily home runs. However, consistently keeping your eyes on the ball, being in the field of play and catching errors are the ways to achieve success. Why not use some of these techniques during spring training to help focus your team and create a field of clients for your dreams.
