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The Sykes Group
2476-115 Nimmo Parkway
#196
Virginia Beach, VA 23456
Tel: 757-427-7032
Fax: 757-427-0929

Information:
info@thesykesgrp.com

 

Customer Service Article

 

Check Yourself for Outstanding Customer Service

By Ed Sykes © All Rights Reserved

 

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 service 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 Customer Service 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:

§         “I will help someone today.”

§         “I have a great attitude.

§         “I am solution-oriented.”

§         “I will make a difference today.”

2.      Check your Customer Service 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 Customer Service 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 customer service three techniques, you will produce happy customers, increase customer satisfaction, master customer retention, and make your job as a customer service expert so much easier. 

Suggested Reading:

 

Bad Customer Service Is Not So Funny: Five Secrets to Giving Outstanding Customer Service

Five Secrets to Showing Your Customers You Really Care: Creating Empathy

Leave Your "Buts" Behind for Great Customer Service

Ten Customer Service Secrets to Win Back Customers

Getting Back to Basics: A Customer Service Tale

Show Your Customers You Care

 

 

Additional Customer Service Resources

Want to learn how to provide outstanding customer service? Our Outstanding Customer Service, Master Your Attitude, Assertive Communication, Conflict Management, How to Deal with Difficult People, and How to Handle Workplace Stress and Master Your Life programs can help you lead others to the next level.  Also read our articles on motivation, goal setting, etc. Call us at 757-427-7032 or e-mail us at info@thesykesgrp.com.

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Ed Sykes is a professional speaker published in the areas of leadership, change management, customer service and teamwork. He works with business and government organizations who want to reach the next level of success and individuals who want to perform at their best. You can email him at esykes@thesykesgrp.com, call him at (757) 427-7032 or visit his Web site at www.thesykesgrp.com.

 

We offer this article on a nonexclusive basis. You may reprint or repost this material as long as the author's name and Edward Sykes' name and contact information are included: esykes@thesykesgrp.com / (757) 427-7032/ www.thesykesgrp.com.

 

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