Last week I went to three restaurants; one was an old haunt that my wife and I love. The other two were higher end restaurants that we had not been to before. Because of my fascination with customer service, I found myself reflecting on how each establishment made me feel. Here are some qualities that are fundamental to a great customer experience – regardless of what business you’re in.
Empathy. Great service teams sense what state their customers or prospects are in and adjust their own tone and manner to pace that of the client. Whether the vibes are positive or negative, great service teams know just what to do – because they also know how to improvise.
Enthusiasm. We all need enthusiasm to be great at customer service – especially on the days when customers aren’t so nice. Enthusiasm for what I do is my “emotional tow truck” that, with Charlie, remind me to save some of the great day energy to pull me through the tough times. Enthusiastic customer service people get the job done faster, simpler, and with a touch of class.
Responsibility. Most people who have a product or service issue to resolve REALLY DO NOT want to steal you blind. They’re looking for some fair and reasonable options to their product or service dilemma. Sending them to a different department, or to your boss invariable adds to the time and frustration they feel – and will want to take out on you.
Empower your front line to solve your customers’ problems. Period.
Objectivity. Contrary to what most of you believe, it’s not about you. You just took the call or the customer on the floor or at the counter. They are not here to talk to “you”, they are here to talk to a “brand ambassador” who can and will help them out of their dilemma. See Empathy – above and Ownership below.
Ownership. Those who see themselves as part of the “problem” – think empowered brand ambassador, not helpless Jr. customer service counter person – come up with much better, further reaching solutions. They recognize that “if I’m part of the problem, I can also be part of a better solution!”
Integrity. People with integrity ensure they understand the customer’s needs before arriving at any conclusions. They are able to explain their employer’s position objectively (rather than defensively) to help themselves and customer understand the alternate paths to realistic resolutions. That groundwork enables them to say “yes” and “no” to various options with respect and authority. Integrity “floats the boat”. Bullshit sinks it.
Adaptability. Because there are so many variables (beyond your control) that go into any given situation, most events do not play out exactly as planned. On balance and in hindsight some turn out better, some worse. And that’s why it’s called “life” – not “vacation”.
Culture. When you hire people who are a good fit for your brand and the customers it serves you spend MUCH less on training and enforcement because they work together as one team, towards one goal; make the customer experience memorable.
Philosophy.
One team. One Goal.
All we say and all we do, helps our customers believe that they have come to the right place, or the wrong place.
Enjoy the day and the journey wherever it takes you.