In customer service, being ‘professional’ is not enough. Watch this! XO 📖 Find MY NEW BOOK here:
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To Read:
How do you define good customer service?
When you walk into a store offering an expensive product or service, it can be quite intimidating; and customer service plays a big part on whether people feel welcomed and cared for, or feel looked down upon and ignored.
Most customer service personnel really try their best to be professional. The problem is, many aren’t aware that their professionalism is hinging on frosty. They have mastered the ability to look, move and act politely but without genuine warmth.
After an interaction with them, people do not leave feeling good.
The benchmark for good customer service is not “not rude”. Good customer service isn’t measured by “but nobody complained”, it’s measured by how delighted people feel about the experience they’ve had with you.
No one’s going complain, “Excuse me, your staff didn’t smile very warmly at me”, but they will feel like they didn’t enjoy the interaction and that memory will stay with them. Which means that the moment they get a better emotional experience somewhere else, they’re never coming back to you.
Maya Angelou said, “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel”.
And customer service is all about how you’ve made someone feel.
Some customers feel extremely unwelcome, and then they see you treating another customer sooo nice and they feel 10 times worse about themselves.
Why would we want to make someone feel bad about themselves?
Products and services can be exclusive, but we need to be inclusive in our customer service.
Great customer service isn’t about catering to people’s ego, but about understanding that every single human being loves a wonderful emotional experience. If you can lift someone’s day, if you add value to someone’s life, even for that mere 5 minutes, you’ll have succeeded at being great at customer service. And that’s how you become remarkable, make more money and can be happy, always.
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