It's Not The Movies - It's Just Good Service
I entered the brightly lit room. It was stylishly appointed with contemporary paintings on the wall. The long conference table gleamed with fresh polish and there was a smell in the air that reminded me of coffee and bagels with cream cheese. At one end of the table sat two Customers.
I looked at their friendly smiling expressions and wondered how I found myself in this situation. Alone, with two Customers who were ready to talk. I was thinking how lucky I am to have this type of one on one interaction with real live Customers! Soon, all the secrets of the Customer Service Universe will be mine!
WAIT JUST ONE MINUTE THERE BUB!
I think you have gone off the deep end with this one.
I stood by when you wrote about asbestos suits, and breakfast conversations and the difference between value and worth, but I think youve gone a little too far. This scene sounds like something out of a movie.
You know what, Customer Service Professional, youre right. Sometimes I think we feel that Customer Service is like that. Its almost like a movie scene. Its disassociated from us. It doesnt seem real. Its over there service. They have much better service over there. It's not us on the phone or standing at the counter. It's like we are watching a movie and everyone has a part and after awhile, we just sit down, grab the popcorn and watch. Forgetting that we have a starring role!
Sound familiar?
Customer Service is at best a moving target. Society's ever changing norms, connectivity and things happening so fast, it seems impossible to keep up with every single request or trend in any industry, let alone providing Customer Service. It's people on cell phones and PDA's right in front of you while they are being serviced, conducting two conversations at once and expecting you to know the difference.
Thats why it is so important to have the Basics down pat.
Being able to listen effectively, to discern from emotion and fact, to find the "nugget" of information, that is the real skill in Customer Service. And do it while maintaining a GREAT ATTITUDE! If everything ran perfectly we would not have a job. People could just order it over the internet, it would arrive, and work perfectly and there would be no questions. No need for professional listeners or professional diplomats or professional problem solvers of any sort.
But the world does not run that way. Things dont always go right and are not delivered on time. A Product cannot sell itself and cant repair itself. Its not a scene from "Terminator", where machines and things have taken over the earth.
People require Service. We need the human touch to make the world go round. We like to have things explained to us in terms we can understand. We like people who are friendly, especially if we have just handed over our trust and our money to them. If we are doing business with someone, we like to be appreciated for that business. Many times a warm "Thank You" and invitation to come back is all we need.
And when we receive the extra little bit, the difference between good service and a GREAT Service, well you can take that to the bank. We will return again and again to do business.
Its no mystery. There isn't makeup or costumes. No one is going to yell "CUT" when you've finished the call. It's you! and your skills.
The real need is for trained, caring Customer Service Professionals. Leave the drama to the movies.
Leonard Buchholz is a Certified Trainer, Speaker and Author. If you are looking for a seminar leader that is "High Touch and Low Tech," look no further. Leonard is known for energetic seminars that involve the participants. Seminar subjects include Customer Service, Difficult People and Difficult Situations, Management and Communications. Reach him at leonard@bizprotraining.com or call 760-529-5635.
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