Companies that excel in service include Southwest and Starbucks. Southwest sends birthday cards to its passengers, and Starbucks creates an experience. What is it that sets the good apart from the bad? How do good companies provide grand slam customer service? There exists five simple techniques that enable companies to hit home runs with clients every day.
Smile
The first tool of your trade, or those that you employ, is a smile. Yes, a warm, empathetic smile. Nothing cures the ills of a day or a situation like a smile. Smiles are like a warm bowl of soup on a cold winter's day. They are like your dog, cat, child, or significant other greeting you after a long absence. Smiling breaks down walls and creates empathy and desire. It breaks the ice for good dialogue.
Passion
The secret to successful customer service representatives is that they absolutely, unequivocally love what they do. Successful customer service representatives love challenges, are exceptional in overcoming adversity, and love the products or services that they represent. They are never shy or reserved, and you can sense their spirits and their passions when they speak. In fact, I heard a South African phrase the other day: Enbutu, meaning "From the spirit." Successful customer service representatives have auras of spirit, of love, of passion, of commitment in everything and anything that they do.
Genuine interest
For you to provide proper and efficient customer service, you must be genuinely interested in helping others. Do not look at customer service as simply a job. One of the greatest mentors of all time is Dale Carnegie; he noticed this more than 60 years ago. Genuine interest in others, empathy for problem resolution, and sympathy for the client is the way to influence and create client value. Client service is about humility and comfort. Your personal and professional goal is to ensure that your clients trust you, and you can build honest relationships that assist in meeting every want and need.
Listening skills
Human nature has us speaking too much. We are prone to telling and speaking and not much listening. I encourage you to question your client. Questioning takes the focus off you and places it on the client. Questioning gets the client to speak and not you. Questioning enables you to acquire helpful information.
Sincerity
One of the greatest gifts of mankind is the ability to be humble and sincere. Client service meets needs, but it also suggests a problem solver. The customer service area is the linchpin of the organization since good customers tell others about positive experiences. The cliché is correct: one good client tells another; one bad client tells 20. You mission is to provide empathy and hope that you will resolve issues when they come to you.
Customer service need not require daily home runs. However, consistently keeping your eyes on the ball, being in the field of play, and catching errors are the ways to achieve success. Why not use some of these techniques during spring training to help focus your team and create a field of clients for your dreams?
©Drew J. Stevens, Ph.D. 2007. All rights reserved.
About the Author:
Drew Stevens, Ph.D. assists organizations with selling more in less time through high-level sales and customer service information sessions and consulting. Drew is the author of four books, including Split Second Selling and Split Second Customer Service. Drew Stevens has been interviewed frequently in the media, and his clients include American International Group, AT&T, Hilton Hotels, The Federal Reserve Bank and Reliv International, The New York Times, Mercy Health Plans, Quicken Loans, and more than 200 leading organizations. Drew is also the owner of the Split Second Sales Institute, which assists productivity for international sales leaders. For more information, please visit www.gettingtothefinishline.com or call (877) 391-6821.
