Recently, a business associate, Mike, mentioned that he was
doing a show at a local university and stopped by the
faculty dining hall to get lunch. He said that, while waiting
on line, the service was poor. The line moved slowly, the
counterperson was disinterested in what she was
doing…and it showed. It was not a pleasant customer
experience.
It was Mike's turn to order and the counterperson continued
to show her disinterest…no eye contact, moving like it
pained her, and no enthusiasm in her voice. Then when she
finally looked up to give Mike his food, she noticed his
nametag with his name and company. She realized that Mike
worked for a bank where she just opened an account. Well,
she turned into another person. She was excited when telling
Mike about her excellent experience at his bank. In an
instant she was vibrant, alert, smiling, and alive!
The question is, "Why couldn't she behave that way
whenever she interacts with a customer?" We can ask this
question whenever we interact with people in customer
service situations. In many situations, the persons serving
us act like they are auditioning for the role of a zombie in the
movie, "Dawn of the Dead." Whereas they can use less
energy being lively and produce a great experience for
everyone involved.
The reason this happens is because the customer service
persons do not "check themselves" for outstanding
customer service. When you "check yourself" before
serving the customer, you prep yourself to give your best for
the customer. When you "check yourself," you are prepared
for any customer service situation. When you "check
yourself," you make the situation positive for the customer
and yourself.
The following are three ways to "check yourself" to give
outstanding customer service:
1. Check your Attitude
Make your attitude say, "I can help you today." This means
that you want to help, you want to take responsibility for the
solution, and you are proactive in creating solutions for the
customer. Make sure your attitude is positive for
outstanding results. Keep a mirror by your desk and look
into the mirror before you start a customer transaction and
say the following:
* "" will help someone today."
* "I have a great attitude."
* "I am solution-oriented."
* "I will make a difference today."
2. Check your Body Language
Make your body language show that you are eager to listen
to the customer. This means standing or sitting erectly if
communicating face-to-face. Sitting erect in your seat is
especially important when communicating over the
telephone because the customer can "hear" your apathy
over the phone. Check yourself to make sure you are smiling.
Check yourself to make sure your body language is showing
that you want to listen. This means direct eye contact, arms
uncrossed, a slight nod of acknowledgment, and, most
importantly, your body facing the customer to show that you
are completely "engaged" in the conversation.
3. Check your Voice
Make sure your voice is energized and positive. This means
that you do not sound monotone and your voice has vocal
variety (see my article "Cat in the Hat"). Check your voice to
make sure your have a lively pace without cutting off the
customers before they finish their thoughts.
By just applying these three techniques, you will produce
happy customers and make your job as a customer service
expert so much easier.
Ed Sykes is a professional speaker, author, and leading
expert in the areas of leadership, motivation, stress
management, customer service, and team building. You can
e-mail him at mailto:esykes@thesykesgrp.com, or call him at
(757) 427-7032. Go to his web site,
http://www.thesykesgrp.com, and signup for the newsletter,
OnPoint, and receive the free ebook, "Secrets, Stories, and
Tips for Marvelous Customer Service."
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