Attitude Of Service
When conducting a training session about customer service, I always spend a fair amount of time talking about attitudes. After all, to be of service, you must develop an attitude of service.
It has recently come to mind that the attitude of service is not something you put on and take off when at work. It is something you carry with you throughout each day. Someone who truly has the attitude of service will always serve other people, no matter what the circumstances.
Let's take a look at a few of the more obvious ways of observing an attitude of service.
Have you ever had the occasion to approach a door at the same time another person is advancing toward it? I am frequently amazed that when the other person gets there, they barge through without any thought to me. I don't expect someone to wait five minutes for me to get there, but certainly, if we are reaching the door within seconds of one another, holding the door open would be a courteous gesture.
The reaction I get when I'm the first one to the door and I wait and hold the door open for the other person, is one of surprise. It is so rarely done, that they are more than delighted to have this consideration extended to them. I love the reaction I get. I notice it puts the other person in a better mood and they almost always smile at the gesture. Many times, if it is a double door, they will return the favor by holding the door open for me.
Other opportunities to practice an attitude of service is when driving on the road and someone is trying to pull out of a driveway. Stopping the car so the driver can safely navigate onto the road is almost always responded to with a honk and a wave. They always accompany it with a big smile.
Little things like always saying please and thank you show your respect for the other person. If you aren't saying this in everyday interactions, how will you remember to always do so with the customer?
When someone asks you a question, do you give them your full attention.
When you see someone struggling with their purchases, do you offer to help?
I was taking care of my two grandchildren earlier this year. One of them was 3 months old, the other was 17 months old. When I had to go shopping for necessities, it became a juggling act to get two babies into the store, into one carriage, and also place items in and around them.
The generosity of one woman while I was in line waiting to be checked out, was incredible. She offered to place my items on the conveyor belt for me. Then she spent a good deal of time distracting the older of the babies so I could pay for my purchase. Her kindness and thoughtfulness was so appreciated by me. I couldn't believe that someone who had nothing to gain was being so kind to a stranger.
It made me wonder what would happen if, those people whose job it is to do thoughtful things for customers did the same thing. Imagine how much more business would be attracted to that store.
Are you practicing your customer service skills, even when you aren't waiting on a customer? If not, you might want to begin. It will make it easier when you are face to face with the customer.
Margo Chevers, author of the book STOP the BS (bad service), has been providing sales and customer service seminars to a diverse cross-section of industries for the past 19 years. To receive her free 10 top tips for exceptional customer service, call (800) 858-0797 or email Margo@MargoChevers.com.
One Critical Question To Ask Yourself Every Day
What happened to the old saying, the customer is always right? I'll bet every one of you reading this article has a "customer service nightmare" story to tell. My most recent nightmare experience took place recently when my business partner and I went in to a wireless phone store to purchase two new pda wireless phones. We told the young man who greeted us that we had only one question: is this phone compatible with the database software we intend to purchase? "I don't know," he said, "Most customers do the research on this before they come in.&quo...(related: Customer Service)
11 Moments Of Truth
These moments come when a customer or client?1. Hears someone else praise you or your work.2. Likes your physical presentation (appearance, voice, and smile).3. Is touched intellectually and emotionally by w...(related: Customer Service)
Do You Want More Profits? - Follow The Golden Rules Of Providing Good Customer Service
Last night I was at my computer and a Skype chat window opened up with a link in it from a stranger. I clicked the link and was taken to one of those "You would have to be crazy to pass up this business opportunity" sites. You know, the kind with great testimonials and it seems too good to be true possible outcomes. All it takes is a few hours a day and you can be pulling in thousands of dollars! Wow, sounds ...(related: Customer Service)
The History Of Crm -- Moving Beyond The Customer Database
Customer Relationship Management (CRM) is one of those magnificent concepts that swept the business world in the 1990's with the promise of forever changing the way businesses small and large interacted with their customer bases. In the short term, however, it proved to be an unwieldy process that was better in theory than in practice for a variety of reasons. First among these was that it was simply so difficult and expensive to track and keep the high volume of records needed accurately and constantly update them. In the last several years, however, newer software systems and advanced tracking features have vastly improved CRM capabilities and the real promise of CRM is becoming a reality. As the price of newer, more customizable Internet solutions have hit the marketplace; competition has driven...(related: Customer Service)
The Dissatisfied Customer
We, as small business people, naturally dislike complaints from our clients and customers. Because we're intimately in...(related: Customer Service)
What Exactly Is Customer Relationship Management?
The defintion of Customer Relationship Management (CRM) that I favor is "CRM is the business strategy that aims to understand, anticipate, manage and personalize the needs of an organization's current and potential customers"From this we can learn that CRM is more than just a piece of software; CRM is a business strategy, one that puts the customer at the heart of the business."That's nothing new" I hear you say, and you would be right. Good business people have always understood the relationship between happy customers that come back again and again and creating long term, susta...(related: Customer Service)
The Death Of Customer Servie
The other day a reporter call to interview me on the "Death of Customer Service". My first reaction was to deny that charge and claim that customer servi...(related: Customer Service)
Creating The Right ?viral Reputation?
Unless you are brand new to business, or have been under a rock for quite some time - one key marketing technique (which isn't new) - is called 'Viral'.Based on the word 'virus' - viral marketing or viral business simply means it 'spreads' like a virus.The roots of online viral...(related: Customer Service)
Revealed ? A Simple Formula For Success! Exceeding Expectations
Delight = Customer Expectation plus 1. This was the simple formula for delighting your customers that Ken Blanchard informed us of in his book "Raving Fans" For me this is a great formula, but in itself it also raises a number of questions. For example, to deliver a plus one, to exceed something, you must know what that something is in the first place? so do you? Do you know what your customer expectations are at each mo...(related: Customer Service)
From Scowl To Smile: 5 Practical Steps To Instill Exceptional Customer Service
Whether in a restaurant, a retail establishment, or the local post office, we have all experienced a decline in customer service. Rarely do smiling, happy employees interact with us anymore. Instead, the person we are dealing with in face-to-face relationships does not even attempt to feign a smile, but rather greets us with a scowl, completely avoids eye contact with us, and grudgingly mutters responses to our requests and questions. When did customer service cease to exist? Why is it suddenly so difficult for employees to show customers some common courtesy along with a little friendliness? Have we ventured so far from the service standards of yesteryear and become so shortsigh...(related: Customer Service)
5 Golden Online/offline Business Rules To Live Or Die By
Whether online or off, if you plan on running or maintaining any type of credibility within your business, there are some guidelines that are safe to say any existing or potential customer expects if they are to do immediate or future business with you.As an online entrepreneur for over 3 years I have found that even though I don't have the pleasure of meeting face-to-face with my customers, ones perception of you and your business can be viewed as good or bad all depending on the way you handle questions or comments posted by people interested in your product...(related: Customer Service)
How To Build Stellar Client Relationships
Your opportunity to build a stellar client relationship starts with managing the gap between your perception of how things are going and your client's.Begin the process here . . .--Know who your ideal client is.Minimize problems from the get-go by targeting clients you want to work with and clients you would enjoy and have fun working with.--Ask the right questions.Craft questions that will help you manage client expectations early. If you offer a service, ask how the client will measure results, what criteria he will use.--Trust and act on your intuition.When you feel something is "off" with a client, con...(related: Customer Service)